Complaints

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

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  Fetch

  816 Congress Ave Ste 1120 Austin, TX 78701-2683

• 

  Fetch Package

  Raleigh, NC 27612

• 

  Fetch Package

  3360 Business Cir North Charleston, SC 29418

• 

  Fetch Package

  Shawnee, KS 66203

• 

  Fetch Package

  1150 W Alameda Dr, Suite 1 Tempe, AZ 85282

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:05/31/2025

  Type:Order 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.

  Fetch had a promotion during their Fetchtopia event stating if you were a new customer to ********** and signed up you would receive ****** points. I signed up through the provided link, waited for my points to come through and when they did not I reached out to Fetch support. Over the last week they have been emailing back and forth with excuses as to why they will not give me the points that they advertised. I followed the promotion, have the email address connected to Fetch that I have been successfully using with Fetch for over 2 years, and now they are refusing to complete their offer. I have seen many people complaining about this particular promotion, all with different excuses why Fetch will not uphold their end of this, and believe this to be a scam. I am due ****** points from this company. I have attached screenshots of their offer as well as the proof they demanded of offer completion.

  Business Response

  Date: 06/10/2025

  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 **********************************************.
  

  Customer Answer

  Date: 06/10/2025

  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,
  
  ***** Pictou

• Initial Complaint

  Date:05/30/2025

  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.

  Hello. On the early morning of 5/21/24 I placed an online for **** Club to take advantage of an offer for 1000 points per dollar for purchasing Dove deodorants. My **** account t is electronically linked to my Fetch account and ******************** scans to find my receipts and awards points appropriately. No matter how many times the receipt never picked up until a week later despite multiple attempts contacting them for assistance. The points owed are valued at $113.99. The original offer did end way later on the 21st. You will see I. The emails I attach where they me to try after item is shipped and delivered. Finally after it was delivered they gave me 25 points or 25 cents. I emailed so many times they finally gave me 500 points or $5.00. Still not acceptable when I followed all of the rules and the problem is on their end. If I return the items to **** I am violating Fetch rules. So I cant get my points which is what I really would like and I cannot rerun it without losing my account. I have screenshots of start To finish. My order timed 4:34 am, the offer that was available after I placed my order, a screenshot when the offer was again posted on 5/23 (pic included) and they still refused to honor my request and multiple emails going back and forth. I just want them honor what they advertised. Thank you for any assistance that you can provide. I would be extremely grateful

  Business Response

  Date: 05/30/2025

  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 **********************************************.

• Initial Complaint

  Date:05/23/2025

  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.

  Fetch was supposed to deliver my ******* shipment on May 15. After opening an inquiry and over 5 emails, Fetch is flat out ignoring me and refusing to look for my package. They are blatantly ignoring my inquiry. After I opened the inquiry they assigned a ******* delivery to my account then took it away and said it wasnt mine. Its May 23 and I dont have my package. I have now sent over 10 emails and a text message to their support number with no response.

  Business Response

  Date: 05/27/2025

  We sincerely apologize for the frustrating experience.
  
  We can confirm that on May 23rd, our team located a ******* package with the order number 2000131-95802693. The package was delivered on May 23rd. 
  
  Thank you for your patience and understanding.
  

• Initial Complaint

  Date:05/22/2025

  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.

  My 2 packages were delivered to Fetch on 5/19/2025 but only one was delivered to me. I have been in constant contact with them, however, they are unprofessional and not able to provide any real information. Now I have been told that the package is lost and they are in the middle of an investigation. They are in no hurry to help customers and by the many reviews and complaints seen here...they wont help me no matter what. So if this don't work, I am filing a case asap! Apparently these guys are scam artist!

  Business Response

  Date: 05/30/2025

  We have confirmed that the package with tracking number TBADD0026581709 was submitted to our claims department on May 21st. A reimbursement of $157 was issued on May 28th. Please allow 5- 7 business days for processing, and you will receive an email with the subject line "Fetch *********** has sent a payment".
  
  If you need any further assistance regarding this matter, please email us at ***********************************************************************.
  

• Initial Complaint

  Date:05/22/2025

  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 made a purchase from ************ and paid extra to have it delivered next day. It was delivered to my fetch location:**************************************************** STE 128-WLN2417 ************** ***** It was delivered Wednesday 05/21/25 at 12:53pm. I reached out to to fetch help around 3:30pm, 6:30pm, 8pm, 9am this morning, 12:38 this afternoon to get an update on my package. No one is helping and keep giving me the same response. Its been over 24 hours which is the alotted time the fetch website tells its customers to give them to locate the package. This is a service that Im forced to pay monthly. I have yet to get an update.

  Business Response

  Date: 05/27/2025

  We understand the frustrations of the resident. Our team has conducted a thorough investigation, which included a physical audit at the facility. Unfortunately, we have concluded 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:05/13/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 happen to apply for fetch as a driver , after I opened and joined their delivery team I got some surges that where later taken off some after driving long hours to the pickup spot .So when I finally did my first surge on 05/10/2025 despite no onboarding help and the warehouse assistance also forgot to give me the key fob while I made all deliveries without returning anything to the warehouse My second surge the next morning as well was completed ,to make matters worse worse I have 3 blocks I worked hard for despite the heavy workforce more than ***** packages in buildings with 6 stairs and no elevators ,different phases and all .I had one of the roughest delivery and the sad and painful part that wont stop me from crying is trying to find out why its saying my delivery was incomplete and I wont be paid Im trying to find out how ,why no one is reaching out to me and their support system is one of the worse department Do I need to get myself a good attorney or a good labor lawyer cause this might seems like $170 but its a whole Lot for me , considering how I worked myself out with the amount of workload dumped on me I want to sue them and I want to know the right step I made all deliveries with Proof of itenerary The only one batch I couldnt finish was due to the apartment elevator having technical issue ,I called their support and they told me to return to the station cause I had one more surge to cover .I need someone to help me with legal knowledge on how to go about this ,I just wont let them win considering I did all these surge in my heaviest cycle days I was tired stressed hot burned out but I kept going .I reached out to them on me not receiving my pay and my account got ************** Serious my account got deactivated without these people rectifying my payment

• Initial Complaint

  Date:05/09/2025

  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.

  ****** delivered my package to the Fetch warehouse that my apartment complex is contracted with on 5/7. After not receiving a notification from Fetch that my package was delivered, I contacted customer service and provided them with all of the tracking information from ******. Fetch had the audacity to state that ****** mistakenly marked my package as delivered and that it was never received by their facility and that I should file a claim with ******. Fetch constantly loses packages!!!!!! Never using them ever again.

  Business Response

  Date: 05/20/2025

  We understand the resident's frustrations.Our team has conducted a thorough investigation, including a physical audit of the 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 contact the original vendor or carrier for further assistance.

• Initial Complaint

  Date:05/08/2025

  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.

  Fetch will not respond to any of my inquiries about ANY of my packages or orders. Support has ignored every single email and text message I have sent for the past week about missing, late, and delayed packages in their custody at the ******** facility. I find this absolutely unacceptable considering this is a service I am forced to pay for by my apartment complex. :( I don't like being treated so poorly and ignored over a service I pay for every month. I request you communicate with me properly on EVERY email I send to support as you need to provide service as long as you are charging me for for service. :(

  Business Response

  Date: 05/15/2025

  We apologize for the frustrating experience.

  We do see an agent confirmed on May 4th that they were reaching out to the facility for package TBA321099995826. A claim was submitted on May 4th, where it was confirmed that the package was not received by our facility. 

  If you require any further assistance on this matter, please email us at ***********************************************************************.

• Initial Complaint

  Date:05/08/2025

  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.

  My packages were scheduled to be delivered between 4pm-7pm on 4/19/2025. I require my signature at delivery. The delivery individual delivered all four of my packages to the incorrect address and someone signed for them .I reached out the same exact day to resolve the issue. They opened an "investigation" on my issue and told me to upload proof of delivery, receipts, tracking numbers. I provided everything the same day 4/19/2025. They said it would take 5-7 business days. I did not hear anything within that timeframe. I went to the physical location to pick up more packages (because my complex is no longer using their services and I already had packages ein route) on 5/1/2025 and I was able to speak to the facility manager. I explained what my issue was to the facility manager and the same day, I received an email regarding a reimbursement amount. That email said I should receive an email for $152 within 1-2 business days. It is 5/7/2025 and I have not received and email with the reimbursement and the agent that told me to reach out is not responding to me emails. I also emailed the help desk and received no response. It is well outside of the timeframe they promised again and I am getting no where. I have screenshots of everything. No one is helping me and they only reached out because I was lucky enough to speak to the facility manager in person.

  Business Response

  Date: 05/27/2025

  We understand your frustration regarding this matter.
  
  The package IDs *********, *********, *********, and ********* were submitted to our ***************** on April 19th. Our team issued a reimbursement of $152, which was reissued along with an Amazon Gift Card on May 22nd.
  
  If you need any further assistance, please feel free to email us at ***********************************************************************.
  

• Initial Complaint

  Date:05/05/2025

  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.

  Fetch delivery is a business that my apartment complex pays to coordinate delivery, essentially a middle man to delivering packages. The company regularly holds onto orders, including very expensive orders for over 24 hours without notifying that the package has been delivered. My biggest problem is that if you seek more info from customer service on the status of your packages they REQUIRE YOU TO SUBMIT SCREENSHOTS OF ALL ITEMS IN YOUR ORDER INCLUDING PRICES YOU PAID. This is a massive invasion of privacy along with mishandling peoples mail.

  Business Response

  Date: 05/14/2025

  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.
  
  Please contact us directly at ************************************** regarding any outstanding packages that you have not yet received.
  

  Customer Answer

  Date: 05/14/2025

  Complaint: 23288455
  
  I am rejecting this response because:

  This is the same cop-out response they give everyone who complains and nothing ever changes. Theyve been saying theyre trying to improve for a long time and nothing has changed.

  
  Regards,
  
  ***** *******

  Business Response

  Date: 05/23/2025

  On May 3rd, 2025, the resident reported that three packages were missing. Two of these packages were delivered by the carrier on May 2nd, after our facility had closed, while the third package was delivered on May 3rd, right as our facility opened. 
  
  All three packages were logged to the residents account on May 3rd by 10:56 AM. Additionally, the packages were delivered the same day they were logged with a proof of delivery photo. 
  
  If you require further assistance, please direct your inquiries to ***********************************************************************.