Business Profile

Delivery Service

Fetch

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Fetch's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

565 total complaints in the last 3 years.
112 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received 4 chairs from ****** in 2 different boxes at same time. They were delivered to Fetch , they deliver to my apartment building, I pay a service fee for this. I received one box with 2 chairs . The other box they have a picture of it , they took photo when they accepted it and before delivery June 24 - status showing out for delivery then it changes to delivery outside window and never gets delivered, last 3 days , unable reach anyone at facility give me a straight answer of where my package is or any type of remedy.
Business Response
Date: 07/03/2025
We sincerely apologize for any instance in which our service failed to meet the expectations of our residents.

We take the complexities of package management seriously and understand the difficulties it can cause. While most packages are delivered on time, delays can occasionally occur. We are actively working to improve our processes to ensure that our residents receive the level of service they deserve and expect.

Should you require additional support, please direct your inquiries to ***************************************
Initial Complaint
Date:06/21/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
06/06/2025 Fetch is a company that we have to use to receive packages, which is enforced by ******** property management. **** sent me an email saying the package was delivered to parcel locker. I also had an ****** delivery that same day. Fetch didn't notify me that any package was delivered to their site. The next day, in the morning, fetch said my ****** package came in, which ****** said was delivered yesterday. After a week, Fetch informed me that they couldn't find my package in their warehouse and said that **** loses packages often and I should reach out to them, which I did and they told me it was delivered to a parcel locked. Fetch also told me that they did get **** packages that day, but didn't get my package. I've also had packages damaged by Fetch, not sure why we are forced to use a service that damages products, ships them late and now loses packages.
Business Response
Date: 06/27/2025
We understand the resident's frustration and have completed a full investigation into this matter.

Our audit, which included a physical check of the facility, concluded that the package was unfortunately misdelivered by the carrier to a parcel locker that our facility does not have access to. Because of this, we are unable to issue a reimbursement.

We encourage the resident to contact the original vendor or carrier for further assistance.
Customer Answer
Date: 06/27/2025
Complaint: 23500886

I am rejecting this response because:

I have contacted USPS, which they have stated they scanned the package and delivered it to the address. I believe Fetch failed to receive my package on the day it was delivered, lost or stole my package. There is nothing the carrier can do for me. I'm requesting $200 USD for the lost package. Fetch is not a business I want to do business with, but I'm forced to used. If they were not involved, I believe my package would have been delivered without any issues.

Regards,

Jeffrey Durga
Business Response
Date: 07/03/2025
We apologize for the frustrating experience.

Our facility is required to pick up USPS packages directly from the post office. The package with the tracking number 9234690379178200911094 was delivered to a parcel locker, which we do not have access to.

We conducted a comprehensive search of our facility and utilized our technology to scan our system for packages based on the text on the shipping label. Unfortunately, we could not locate the package.

We encourage the resident to file a claim with the merchant or carrier.
Customer Answer
Date: 07/03/2025
Complaint: 23500886

I am rejecting this response because: usps said they delivered it.

Regards,

Jeffrey Durga
Initial Complaint
Date:06/21/2025
Type:Customer Service Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Thursday, 6.12.2025 at around 1:00 PM, I received a delivery notification from Fetch, a package delivery service partnered with *******************. According to Fetchs records, four (4) packages were delivered to my doorstep. However, the delivery photo provided by Fetch only showed two (2) packages present.When I arrived home, I confirmed that two (2) packages were missingthe same ones that were not visible in the delivery photo. I immediately contacted Fetch customer support and ****************************** to report the issue. As of now, the missing packages have not been recovered.
Business Response
Date: 07/03/2025
We apologize for the frustrating experience.

On June 23rd, an agent requested receipts from the resident to begin the claim review process. However, we have not yet received the necessary documentation.

For further assistance with this matter, please email us at ***************************************
Customer Answer
Date: 07/03/2025
Complaint: 23500025

I am rejecting this response because:I reply to the agent and he didn't solve the problem. This should be escalated to higher management. Since the fetch employee took my package.

Regards,

****** ***
Initial Complaint
Date:06/19/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My phone with free space throws app errors, this was sent to apple Subject: Formal Complaint and Request for Investigation: Fetch Rewards App Malfunction, Fraudulent Behavior, and Consumer Rights Violation Dear Apple App Review Team,I am writing to file a formal complaint against the application "Fetch Rewards" (developer: Fetch ************.), currently available on the Apple App Store. This complaint concerns technical failures, potential deceptive business practices, data integrity violations, and customer abuse that have resulted in direct financial harm to me as a consumer.Summary of the Problem:The core function of the Fetch Rewards app uploading and processing receipts for reward points failed consistently for over 14 days.Despite my device having ample free space, stable internet, and being fully up to date with iOS, the app refused to scan or accept receipts.I contacted Fetch customer support multiple times. They failed to resolve the issue, gave canned responses, and pushed the resolution date beyond their arbitrary 14-day receipt acceptance ********* the time the technical issue (on their end) could potentially be addressed, their 14-day policy automatically disqualified me from redeeming receipts totaling over $3,000 in verified purchases.This appears to be intentional, negligent, or deceptive behavior designed to reduce payout obligations to users while continuing to market themselves as a reliable reward platform
Business Response
Date: 06/20/2025
Fetch Package is a package amenity solution for multi-family communities and is not affiliated with Fetch Rewards. For more information about Fetch Rewards, please visit their website at https://www.fetchrewards.com/.
Initial Complaint
Date:06/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company continually decides to remove points when trying to redeem for gift cards I scan all my receipts from my shopping and after I build up points to redeem they come up with excuses on why they reduced my points and not issuing gift card
Business Response
Date: 06/20/2025
Fetch Package is a package amenity solution for multi-family communities and is not affiliated with Fetch Rewards. For more information about Fetch Rewards, please visit their website at https://www.fetchrewards.com/.
Initial Complaint
Date:06/09/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 22, 2025, ****** delivered a package to Fetchs facility that included a Beats Pill Bluetooth speaker and Crest 3D White toothpaste. Although the package was marked as delivered by ****** to the correct address (Fetchs facility), it was never delivered to me.After multiple communications with both Amazon and Fetch, I was advised to file a claim with Fetch. In response, Fetch stated:Your package was signed for by Mm smzj; however, our facility has confirmed that this package was not signed by them. Therefore, your package was delivered to an undisclosed location.This response is contradictory and unacceptable. I provided proof from ****** confirming delivery to Fetchs facility the same location where all my previous packages have been successfully delivered. Despite this, Fetch has failed to take responsibility or provide a resolution.I am seeking assistance in holding Fetch accountable for the missing package and ensuring appropriate action is taken to prevent this from recurring.Thank you for your time and attention.
Business Response
Date: 06/20/2025
We acknowledge the resident's frustrations. Our team has conducted a thorough investigation, which included a physical search of our facility. Unfortunately, we have determined that the package was misdelivered by the carrier.
As a result, we are unable to issue a reimbursement at this time. We encourage the resident to reach out to the original vendor or carrier for further assistance.
Initial Complaint
Date:06/07/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have made the purchases and after submitting the receipts have gotten the points. After a week or when I try to redeem a gift card they deduct the points from my account. I have contacted customer service 5 or 6 times now about this and keep getting c*** excuses. They noticed a trend that could violate their policies, I can't make purchases with a business card or for a business. I have explained what I'm assuming is the trend because they won't tell me that I work at Dollar General and do 98% of my shopping there. I have submitted screen shots of my dollar general account where the digital receipts are there to match the paper ones I submitted. I have sent screenshots of my personal bank account showing where the amounts match the receipts. I have taken pictures of the products in my house on the shelf. I have the emails from them showing 1 excuse and I explained or gave proof, got a different excuse showed proof, back and forth until they just stopped writing me back but didn't give my points back either. Right before these emails started I had made a purchase. I submitted that receipt too having already showed them in the string of emails I bought the snuggle and it is sitting on my shelf so I expect to keep these points. They gave me the points so I tried to cash out the gift card so I can just be done with them and sure enough gift card was declined again because they took the points back again. Wrote customer service again telling them I wanted an exact detailed explanation why this time. Got the same generic they noticed a trend where I'm violating their policy but no explanation.
Business Response
Date: 06/20/2025
Fetch Package is a package amenity solution for multi-family communities and is not affiliated with Fetch Rewards. For more information about Fetch Rewards, please visit their website at https://www.fetchrewards.com/.
Customer Answer
Date: 06/22/2025
Complaint: 23439717

I am rejecting this response because:
You have contacted the wrong company.
My complaint is against Fetch Rewards.
1050 E Washington Ave, Ste 200, Madison, WI 53703, US

Regards,

Nicole Greer
Business Response
Date: 06/27/2025
Fetch Package is a dedicated solution for managing packages at multi-family communities. We are not connected to the Fetch Rewards app. To learn more about Fetch Rewards, please visit their official website at https://www.fetchrewards.com.
Customer Answer
Date: 06/27/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23439717, and find that this resolution is satisfactory to me. Because you are contacting the WRONG company. This Fetch I have never had anything to do with so please do not hold this complaint against them. I am going to see if it can be deleted.

Regards,

Nicole Greer
Initial Complaint
Date:06/07/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This company hires on delivery drivers as independent contractors to protect themselves as much as possible from any legal action. They make you sign off contract forms and advertise a pay of between $18-25/hr on average and a scale of of earnings based on how many hours you schedule weekly with them. Everytime schedule blocks are released and I'm given a notification that there are available time blocks, nothing appears on my scheduling screen of the application they use. I have addressed this issue with support a few times to which they carry no responsibility and claim that another driver just got it faster. When telling them I'm in the scheduling portion of the app during some of these notifications, they still claim the same thing as if the blocks just dont appear on my screen cause I'm not clicking it fast enough even if I'm literally on the scheduling portion of the app itself. What I believe is happening is favoritism and not all drivers have access like they claim. There are several negative reviews from others saying the same thing has happened to them and support has claimed a no-fault attitude with them as well. If the company allows me to work, I will drop my complaints with time, if the company fails to supply me with work and continues to make excuses and not provide solutions then I will keep this complaint up where any other potential employees and customers can read it and avoid the company at all costs. I will also look into what actions I am able to take considering I took time, effort, & even spent money to have the appropriate clothing and tools suggested when being hired along with travel to the ****** area for work.
Business Response
Date: 06/27/2025
We regret the frustrating experience this individual has had.
To provide clarity on our system, new delivery blocks are released on Thursdays at 10 AM and are claimed on a first-come, first-served basis. Due to high demand, these blocks are often claimed very quickly by our delivery partners.
If blocks are not visible after refreshing the app, it indicates that other delivery partners have already claimed them. We do, however, release additional blocks throughout the week as they become available and notify our partners through the app.
For additional support, reach out to [email protected].
Initial Complaint
Date:06/03/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I live in an apartment complex that mandates us to use the Fetch service for package delivery. I placed an order $266.53 order from a store for delivery, it was being delivered in 2 packages. I received the 1st package but never the 2nd. The 2nd package (which I paid $169) was delivered to Fetch on May 22, however it was never delivered to me. I contacted customer service about this and they even sent me image proof that they had my package. However when I asked about whether it can be delivered, they claimed it was lost. I then asked them about a refund and sent them all my tracking info and receipts and now they are not responding. I have sent them several emails and they will not respond. Now I have lost $169 on items I have purchased due to their negligence.
Business Response
Date: 06/12/2025
We can understand the frustration surrounding this matter.
We do see that the package ID ********* was submitted to our ***************** on May 28th. Our team issued a $211 reimbursement, which was processed on June 4th.
If you require any further assistance on this matter, please email us at ***********************************************************************.
Customer Answer
Date: 06/12/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** *******
Initial Complaint
Date:06/02/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My apartments force us to use this service and I pay for it monthly my packages are never delivered in a timely manner and this time they arent even responding about them nor has it been scanned in I have had an issue with them delivering my package to an incorrect address which was never resolved nor was I compensated by them I constantly have issue with delays if they arent unable to run a business if this scale they should hire more or close they are playing with people items which have been paid for with hard earned money
Business Response
Date: 06/12/2025
We acknowledge your expressed concern regarding the carrier's redirection of your package. We have verified that the package has now been successfully received by the intended recipient.
Furthermore, we acknowledge the intricacies of package management and assure you that it is a process we handle with utmost diligence. Your notification of this matter is appreciated.
Should you require additional support, please direct your inquiries to ***********************************************************************.
Customer Answer
Date: 06/12/2025
Complaint: 23405820

I am rejecting this response because: you have provided no steps to move forward or any commitments to ensure I receive my packages in a timely manner neither here or via email. You all simply provide generic responses. If you dont take the bbb seriously Ill complain higher.

Regards,

Nijahnik ********
Business Response
Date: 06/20/2025
We sincerely apologize for any instances where the expected level of service has not been met.

Please be aware that package management is a complex operation to which we are deeply committed. While timely delivery is achieved in most cases, occasional delays may occur. We are actively engaged in process improvements to provide our residents with the level of service that they are entitled to anticipate.

In the event of any delivery issues, kindly contact us at ***********************************************************************.
Customer Answer
Date: 06/21/2025
Complaint: 23405820

I am rejecting this response because: if you dont have your business model down then dont run the business. Simple. A paying customer should not be subjected to the issues yall experience internally. Logistics does require thought and proper execution and yall are failing.

Regards,

Nijahnik ********

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Fetch is NOT a BBB Accredited Business.