Page 10 | Dog walker didn’t pick up my dog

Drummend01 · 2023-09-04T11:54:44+00:00

I’ve been using this dog walking company weekly for just over a year, they’ve been great and my dog loves going. I’ve had no problems except in May, because of the bank holiday the dog walk was cancelled for the Monday so it was agreed to walk on Thursday instead but then my dog wasn’t picked up. I text the company owner, she apologised profusely and said it was a mix up and wouldn’t happen again. It wasn’t the end of the world and I just said no worries, these things happen but I did have to leave work an hour earlier as my dog had been at home without a toilet break. Anyway, today he was due to be walked as I’m at work. August has completely run away from me and I got into work, logged on and realised it was the 4th already! I was due to pay the dog walker on the 1st so straight away paid her and text to say really sorry (I’ve paid on time every time before this). I didn’t get a response, his usually pick up time came and went but I left it for a bit, after an hour I messaged again to ask if the walker would be coming soon, she replied with “In keeping with our policy, a reminder will be sent on the day a payment is due. If payment is not received, a late payment charge of 2.5% will apply for each subsequent day of delayed payment. We then consider the contract to be paused until payment is received and will not honour any services scheduled during this time. We apologise for the inconvenience and hope you understand that prompt payments are vital to the success of our business” I understand I was late paying and therefore owe the charges, but to not tell me they would not be picking my dog up seems really unfair, this is the only time I have paid late and the reminder they sent was via email (which I didn’t think to check) when all other communication with them has been over text. Im confused because they have been so great in the past. I didn’t make a fuss when they forgot my dog in May, but now it’s such a hardline approach to my delayed payment. AIBU?

andrainwillmaketheflowersgrow · 05/09/2023 19:40

Paintballmaker · 05/09/2023 19:36

Perhaps not the best choice of words on my part, but they have massively overreacted to what was a minor issue with a loyal customer who had always paid on time.

They've also agreed to walk her dog in that contract, which they did not do on one occasion simply because they forgot. If the op hadn’t shown them goodwill, they would not have been walking her dog anymore. So she should definitely fire them now as they’ve shown they’re all about the bottom
line without care for quality of service or customer relationships.

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I just don't see it as an overreaction - they're just enforcing their policies. It's not personal to the OP.

An overreaction would be dropping her keys and refusing to walk her dog anymore, or slamming her publicly on social media, or sending a personal ranting text to her about her shit her behaviour is.

All they did was remain professional and polite and ask for payment to be made before the dog is walked again.

The issue in May is totally irrelevant - OP accepted their apology, didn't pay for the walk and continued to use them, without issue, for another four months. It can't have been that much of a problem for her if she carried on using them afterwards.

WomblingTree86 · 05/09/2023 19:42

andrainwillmaketheflowersgrow · 05/09/2023 19:30

But nobody's saying she's not allowed to make mistakes

They haven't dropped her as a customer or been rude to her. They've just said that her account needs to be up to date before they'll walk her dog again. It's not personal - it's their policy - that's all.

The previous incident is irrelevant - it's done and she carried on using them for months afterwards, so it can't have been that big of a deal anyway.

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Her dog missed out on a walk with no warning and at that point in time she was up to date. I don't think the text was particularly polite and they said they were going to charge a late payment fee. I don't think the previous incident is irrelevant at all. If they are going to penalise her for late payment they should have offered compensation when they made a mistake.

Paintballmaker · 05/09/2023 19:55

I just don't see it as an overreaction - they're just enforcing their policies. It's not personal to the OP.

And perhaps that is the issue. The op clearly expects a more personal business relationship, especially after she was willing to let the previous incident go. They were also in breach of the contract when they failed to provide the service they were hired for.

But in reality contracts are rarely enforced to the letter unless in court. Business involves a lot of goodwill, establishing relationships and rewarding loyalty. Based on their track record they clearly don’t value their customers. So hopefully they charge minimal fees for minimal service or they won’t last long. I certainly would be spending my money elsewhere.

andrainwillmaketheflowersgrow · 05/09/2023 19:57

WomblingTree86 · 05/09/2023 19:42

Her dog missed out on a walk with no warning and at that point in time she was up to date. I don't think the text was particularly polite and they said they were going to charge a late payment fee. I don't think the previous incident is irrelevant at all. If they are going to penalise her for late payment they should have offered compensation when they made a mistake.

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But she wasn't up to date because she hadn't paid on time and when she did pay, she didn't pay the late payment fee that was due to take her account up to date.

The message was just a generic text saying that no walks will take place as per their policies as her account isn't up to date. It wasn't rude (imo) though I guess that's down to interpretation.

If OP wasn't happy with the incident in May, she should have dealt with it then - either by asking for a free walk (which would be reasonable) or finding another dog walker. As it is, she accepted their apology and continued to use them (without issue) for another four months.

andrainwillmaketheflowersgrow · 05/09/2023 20:02

And perhaps that is the issue. The op clearly expects a more personal business relationship, especially after she was willing to let the previous incident go.

Yes - I mentioned that several pages ago. I think she wants a personal relationship whereas for them, it's easier to remain business-like.

They were also in breach of the contract when they failed to provide the service they were hired for.

I totally agree that they breached their contract - but OP wasn't forced to continue using them at that point. If she was really unhappy, she should have accepted their apology, asked for her keys back and found another dog walker.

But in reality contracts are rarely enforced to the letter unless in court. Business involves a lot of goodwill, establishing relationships and rewarding loyalty. Based on their track record they clearly don’t value their customers. So hopefully they charge minimal fees for minimal service or they won’t last long. I certainly would be spending my money elsewhere.

See, I really don't see it like that. There's nothing in what OP says that makes me think they don't value their customers. They made one mistake in a year - apologised and didn't charge her for the walk. It's not the end of the world.

WomblingTree86 · 05/09/2023 20:14

andrainwillmaketheflowersgrow · 05/09/2023 19:57

But she wasn't up to date because she hadn't paid on time and when she did pay, she didn't pay the late payment fee that was due to take her account up to date.

The message was just a generic text saying that no walks will take place as per their policies as her account isn't up to date. It wasn't rude (imo) though I guess that's down to interpretation.

If OP wasn't happy with the incident in May, she should have dealt with it then - either by asking for a free walk (which would be reasonable) or finding another dog walker. As it is, she accepted their apology and continued to use them (without issue) for another four months.

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She had paid by the time the walker was due. I appreciate that she hadn't paid the penalty but I don't think it's very customer friendly not to walk the dog because of that either. Yes OP could have dealt with the incident differently in May but that doesn’t mean she can’t review her response at the time in the light of the hardline the business have taken on her mistake and decide perhaps she was too forgiving and she will take her business elsewhere after all.

Original poster

Drummend01 · 05/09/2023 20:14

a lot more replies than I was expecting so thought I’d update

I discussed with my partner Monday evening and while I understand they have to enforce the contract, and they of course deserve to be paid on time (I’ve set myself a calendar reminder now, lesson learnt), I felt like I had built up a good relationship with the company and I feel (I know others disagree) that they were too blunt on this occasion. I have explained this to them and apologised again, it seems to be resolved. My partner is moving jobs in 2 months time so our days in the office/wfh will change as will the walking schedule, so we will consider our options then depending on how the next month or so goes. Perhaps I need to go for a smaller walker who offers the type of personal service I prefer.

OP posts:

WinterFireJanuaryEmbers · 05/09/2023 20:14

If I hadn't paid, I would totally accept the walks were off until I rectified it. What I would not tolerate in a million years, is not being told about it so that my dog suffered without me knowing. That includes just using email, which should never be used for urgent comms (from any business) because it is both an unreliable method of comms and also much more casual with regards to when you read and respond to it.

No walker like that would ever get my money again. Appreciate many run their business that way, but it is not for me.

But then, I wouldn't have sent my dog to a walking company where I never met or communicated with the actual person walking him. Not a dig at OP, but definately not my kind of set up.

WinterFireJanuaryEmbers · 05/09/2023 20:16

...and just for addition: a business that forgot my dog would not have got any further business. This is a service providing animal welfare and it's not ok to forget a dog that's left at home alone. That's not a 'shit happens' scenario, that's a fundmental failure, imo.

WomblingTree86 · 05/09/2023 20:17

See, I really don't see it like that. There's nothing in what OP says that makes me think they don't value their customers. They made onemistake in a year - apologised and didn't charge her for the walk. It's not the end of the world.

I don't think not charging for a walk they didn't do is recompense for their mistake!

Paintballmaker · 05/09/2023 20:24

See, I really don't see it like that. There's nothing in what OP says that makes me think they don't value their customers. They made one mistake in a year - apologised and didn't charge her for the walk

Of course they didn’t charge for a walk they did not provide. That doesn’t show they valued the customer, it’s just common sense. What they should have done was offer a free walk or send someone asap to take the dog out to save the op having to leave work early and rush home. That would have been good customer service. Instead they just went ‘meh, no harm done’ because she was gracious enough not to kick up a fuss.

It's not the end of the world.

Neither is having a payment come through on Monday morning instead of Friday 🙃

Gagaandgag · 05/09/2023 20:27

EmilyBrontesGhost · 04/09/2023 13:23

I just think it’s a bit of a harsh way to do business with customers who have never caused you problems in the past.

I agree with you.

I've been self-employed for decades and whilst I won't tolerate a customer taking the piss I would make allowances for an otherwise reliable customer making the occasional mistake.

They sound horrible, it's no way to treat a good customer, especially one who was understanding when they made a mistake.

I agree too

andrainwillmaketheflowersgrow · 05/09/2023 20:30

WomblingTree86 · 05/09/2023 20:17

See, I really don't see it like that. There's nothing in what OP says that makes me think they don't value their customers. They made onemistake in a year - apologised and didn't charge her for the walk. It's not the end of the world.

I don't think not charging for a walk they didn't do is recompense for their mistake!

What compensation would you expect, out of interest?

andrainwillmaketheflowersgrow · 05/09/2023 20:32

Paintballmaker · 05/09/2023 20:24

See, I really don't see it like that. There's nothing in what OP says that makes me think they don't value their customers. They made one mistake in a year - apologised and didn't charge her for the walk

Of course they didn’t charge for a walk they did not provide. That doesn’t show they valued the customer, it’s just common sense. What they should have done was offer a free walk or send someone asap to take the dog out to save the op having to leave work early and rush home. That would have been good customer service. Instead they just went ‘meh, no harm done’ because she was gracious enough not to kick up a fuss.

It's not the end of the world.

Neither is having a payment come through on Monday morning instead of Friday 🙃

Where does OP say they said "Meh, no harm done"?

I agree it's not the end of the world that payment was late, which is why they didn't drop as a client for a one-ff mistake. They just asked for her account to be up to date before they took the dog again, which is perfectly reasonable IMO.

Original poster

Drummend01 · 05/09/2023 20:44

WinterFireJanuaryEmbers · 05/09/2023 20:14

If I hadn't paid, I would totally accept the walks were off until I rectified it. What I would not tolerate in a million years, is not being told about it so that my dog suffered without me knowing. That includes just using email, which should never be used for urgent comms (from any business) because it is both an unreliable method of comms and also much more casual with regards to when you read and respond to it.

No walker like that would ever get my money again. Appreciate many run their business that way, but it is not for me.

But then, I wouldn't have sent my dog to a walking company where I never met or communicated with the actual person walking him. Not a dig at OP, but definately not my kind of set up.

I agree with you about meeting the walkers. I had met the walkers, the owner and main walker did a home visit introduction, and a solo walk with him for the first time where I chatted to them at pick up and drop off where they discussed how he got on. I also met a couple of the other walkers when dropping some paperwork at their facility when I was registering. This was an important factor for me choosing a business, and is something I’d want in the future too

OP posts:

WomblingTree86 · 05/09/2023 20:46

andrainwillmaketheflowersgrow · 05/09/2023 20:30

What compensation would you expect, out of interest?

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They could have reduce the price of the next walk or even offered a free one.

enchantedsquirrelwood · 05/09/2023 20:52

Her dog missed out on a walk with no warning and at that point in time she was up to date. I don't think the text was particularly polite and they said they were going to charge a late payment fee. I don't think the previous incident is irrelevant at all. If they are going to penalise her for late payment they should have offered compensation when they made a mistake

I agree.

And it's also not an excuse to say texts or emails are rude because they are automated or standard. Draft a firm but polite one.

Gymmum82 · 05/09/2023 20:53

Letmeoutnow · 05/09/2023 18:25

It’s a dog that missed a walk. It’s not a massive animal welfare concern. The dog is not harmed by not receiving a walk on a specific day.

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It’s a dog left alone all day unable to toilet. That is a welfare issue. Often dogs won’t toilet in the house because they are trained not to. This can cause all manner of health issues, cystitis etc. if a dog is used to being let out at certain times then it can cause issues. Not to mention if it ruined the op carpet by toiletting on it. Or became distressed and trashed something else in the house

Takacupokindnessyet · 05/09/2023 21:10

They may have a point on policies but there are better ways to communicate so I would be looking for a new walker for that reason.

NatGee · 05/09/2023 21:32

andrainwillmaketheflowersgrow · 04/09/2023 18:02

Well, you'd be wrong.

I'm a self-employed dog walker and my policy is very similar to this - basically if you don't pay me, I won't walk your dog. Payment is due on Friday (in arrears) and I will send one reminder. If I haven't received payment by Sunday night, I send a message saying that walks are now suspended until payment is made in full. I've only ever had to do that once.

If it did happen again, that customer would get a message telling them that they now need to pay upfront for all their walks if they want to remain on my books. I've never gone to that stage but if a customer chose to drop me over it, it wouldn't really bother me - especially if they only used me for one walk a week.

I've been fully booked for months now and have a ridiculously long waiting list in operation - the last time I lost a dog (due to the owners relocating) I filled their spot in less than half an hour.

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Not wrong, very much right and youve proved it:

there is too much demand
you are able to dispose of your current client base
and replace it quickly, so who cares?

it shows

Nanaof1 · 06/09/2023 08:14

andrainwillmaketheflowersgrow · 04/09/2023 13:29

I want preface this by saying I'm a dog walker myself.

They didn't pick the dog up because you didn't pay and confirm the booking when you were supposed to. That's not their fault - it's yours. They can't just alter their diary with two hours to go in order to fit your dog in at the last minute - it doesn't work like that.

The incident in May was months ago and is irrelevant to what happened today.

Hopefully, the next person whose dog they "forget to walk" will charge them for the loss of work time and a "fee" for forgetting to keep to the terms they make their customers follow.

sueelleker · 06/09/2023 08:33

Mindymomo · 04/09/2023 13:06

Unfortunately the terms are quite clear, you don’t pay on time, you won’t get your dog walked. I know a few dog walkers and that’s what takes up there whole time, they don’t have the time to chase people or remind them of payment dates.

I must be very lucky then-my "dogwalker" is 2 people running the business together. I leave cash every week, but if I don't have enough on hand I'll leave a note that I'll put the money out the next dog-walking day. They know where I live, after all!

MarkWithaC · 06/09/2023 17:47

Mindymomo · 04/09/2023 13:06

Unfortunately the terms are quite clear, you don’t pay on time, you won’t get your dog walked. I know a few dog walkers and that’s what takes up there whole time, they don’t have the time to chase people or remind them of payment dates.

I'm not a dog walker but I am freelance, and you have to accept that you'll be chasing people and payments and build in time for it.

OP, I think they sound very inflexible. I'd find a different walker.

bluejumping · 06/09/2023 20:50

In my business we are much more lenient with our clients who forget to pay on time . I think that’s key to success and long
term loyal clients

people appreciate a personal and human touch and that goes a long way to retaining their business

they could have picked up the phone to you before cutting you/your dog off

that email was very impersonal

I think your dog company are a bit naive. Personally, id be keeping an eye out for another company as they dont seem overly professional

CelestiaNoctis · 07/09/2023 01:47

They should have text you when no response by email to properly notify you. It was your first offence, I think they're being harsh for sure.