I'm deeply disappointed by my recent experience with Doggy Paddle, despite the fact that there are…read morethings they do well.
The instructors who actually swim with the dogs are consistently lovely, kind, and attentive (Julian especially), and the facilities are clean and well maintained. Unfortunately, the customer service and administrative processes completely undermine those positives.
Last August, after my friend's dog Maverick passed away, she contacted Doggy Paddle to transfer his remaining swims to me as a goodwill gesture in his memory (he swam there regularly for several years). Doggy Paddle accepted the transfer -- they requested and received my dog's vet records the same day. However, I never received any confirmation via email or text showing how many swims were transferred, what type they were, or when they expired. There is also no online portal or way for customers to check their balance or expiration dates.
Over the following months, Doggy Paddle emailed me multiple times asking for a fecal test, which reasonably implied the swims were active. At no point did anyone mention an expiration date or warn that the swims were nearing expiration.
When I attempted to schedule a swim this month, I was told the transferred swims had expired and that I needed to purchase a new package. Apparently, the swims my friend had purchased had expired one year after purchase, on January 1, 2026. When I called to discuss this, they acknowledged there had been no communication on their part to confirm the package was transferred or to share terms/conditions, but repeatedly stated that it was my responsibility to ask or my friend's responsibility to tell me the expiration date, and that expiration dates do not reset upon transfer. They refused to make any exception or accommodation and said there was "nothing they could do." Sorry, but asking my grieving friend when her passed dog's swim packages expired wasn't a priority. This should have been on Doggy Paddle to communicate to the customer at time of transfer. They'd already earned the money from the previous sale; they lost nothing by extending the expiration date a little longer. I requested that they extend the expiration by four weeks and we'd come swim during that time, and they said no.
Scheduling itself is also unnecessarily frustrating. You can only book via text or email, which often becomes a long back-and-forth, and there is no transparency about available times -- you can't see a schedule, only ask and wait for someone to tell you what's open.
Holding customers to expiration policies that were never disclosed, combined with limited scheduling access and no account visibility, is extremely frustrating. The lack of empathy given the context -- a transfer following a dog's death -- made the experience even more disappointing.
It's unfortunate, because the staff and facility are unique in Chicago. My dog loves swimming and we relied on Doggy Paddle during rehab, but I will not go again. This was a senseless policy to hold the line on given the circumstances.
