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

  7658 Philips Hwy, Suite 100 Jacksonville, FL 32256

• 

  Fetch

  6101 Jet Port Industrial Blvd Tampa, FL 33634

• 

  Fetch Package

  Raleigh, NC 27612

• 

  Fetch Package

  3360 Business Cir North Charleston, SC 29418

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:05/02/2025

  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 claims that they deliver packages faster than the regular mail and this has proven false countless times. Between lost or temporarily missing packages and their business hours, I constantly see packages coming late. ****** is a great example. If I pay for 1 day shipping to a Fetch facility and the package gets delivered at 9pm, Fetch does not deliver at that time so I will need to wait until at least mid-day the next day to receive my package. However even that is unlikely as it takes them more time to process all the packages and get it on another delivery vehicle to get to my home. False advertising.

  Business Response

  Date: 05/12/2025

  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 ensure our residents receive the level of service that they are entitled to anticipate.
  
  In the event of any delivery issues, kindly contact us at ***********************************************************************.
  

• Initial Complaint

  Date:04/14/2025

  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.

  This business is meant to help residents get their packages in a timely manor and lowering the risk of package theft. I have had to reach out to them more often than not to look for my packages, they don't have a corporate number to file complaints, and they're constantly losing packages. I hate that my apartment complex uses them, but that's where I am at. I genuinely feel as though they need to go out of business because they are causing more stress and frustration than anything.

  Business Response

  Date: 04/24/2025

  We apologize for the frustrating experience. 

  Upon arrival at our facility, we capture a photo of the shipping label and use our technology to log the package to the corresponding resident's profile. To avoid delays, residents should use their designated Fetch address, ensuring they include the full name on their account and the ******************** code. 
  This year, we assisted the resident on two occasions with connecting a package to their account. The first instance was on January 8, 2025, when the package could not be logged into their account due to the shipping label being cut off. The second occurred on April 14, 2025, because the package was addressed using only the first name and was missing the Fetch code. 

  If further assistance is required, please email us at ***********************************************************************.
  

  
  

• Initial Complaint

  Date:04/02/2025

  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 paid for a foundation from ******* on 03/26/2025 and it was shipped and delivered to fetch on 03/31/2025 by ***. They stated it was delivered inside and even provided the name to who received the delivery. Upon emailing fetch they have been completely unhelpful and stated that its most likely mistakenly marked as delivered and unfortunately there is nothing they can do. When I purchased the item it was on sale and is no longer on sale. Therefore, they either need to find my package or pay for a full replacement as it went missing in their possession. I would like nothing more than to have my packages sent directly to my apartment but they get sent back sometimes. This is also not the only missing package from fetch in the month of March, Im tired of all of this!

  Business Response

  Date: 04/11/2025

  We understand the resident's frustrations. 

  Our team has performed a full investigation, including a physical audit at the facility. Unfortunately, it has been concluded that this package was misdelivered by the carrier. The package was signed for by someone by the name of ***, and we do not have anyone at our facility by that name. Therefore, we are unable to issue a reimbursement at this time and encourage the resident to contact the original vendor or carrier for further assistance.
  

  
  

  Customer Answer

  Date: 04/11/2025

  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,
  
  Bose Anifowose

• Initial Complaint

  Date:03/31/2025

  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.

  I have had multiple packages lost, delayed, and delivered to the wrong place by Fetch. I have no choice but to use their service, and they have cost me dozens of hours and hundreds of dollars. Most recently, they delivered a package today on March 31 to the wrong apartment building and I have no way of getting it. I can provide evidence and details of multiple issues I have had with the company if more information is needed.

  Business Response

  Date: 05/05/2025

  We can understand the frustration surrounding this matter. 
  
  We do see that the package ID ********* was submitted to our ***************** on April 1, 2025. Our team issued a $59 reimbursement, which was processed on April 8, 2025.
  
  If you require any further assistance on this matter, please email us at ***************************************

• Initial Complaint

  Date:03/28/2025

  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 building requires me to pay and use Fetch as a service each month. I had an approximately $408 item sent to me via my Fetch address through ****. March 22nd the item was picked up and signed for (by what was later confirmed to be a Fetch Employee) but I never received the item a week later.I contacted Fetch, I told them everything and even though they saw the Signature initials they (in writing) denied that Fetch ever had possession of this item and to file a mid delivery claim. I filed a claim and **** confirmed the pick up individuals full name and confirmed that it was a fetch driver. Fetch is required to fill out a form with **** identifying their drivers and the driver signed on behalf of Fetch.Fetch confirmed in writing that when an item is delivered through **** they have a driver go daily from 10:30 to 11 am to pick up any **** packages. The package in question was picked up from **** hat around 10:14 am on March 22nd, which aligns with the Fetch process.Fetch either (i) did not do their due diligence and confirm who the driver was that day or (ii) intentionally misrepresented the fact that they never had possession of the item to avoid liability for their grossly negligent in handling of my package.I need fetch to either find my item or refund me for the cost of my item that was lost, stolen or misdelivered in their care.

  Business Response

  Date: 04/11/2025

  We understand the resident's frustrations.

  The package EN373854493JP was delivered to the resident on March 28, 2025. If you need further assistance with this matter, please contact us at ***************************************

• Initial Complaint

  Date:03/18/2025

  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.

  They have lost multiple packages. I've reached out numerous times and they blame the shipper and say they never received the packages. I'm losing money because of this business, which should be and probably is illegal. I would like reimbursement for the packages they've lost and a way to improve the issue moving forward, considering I'm required to use them by my apartment complex.

  Business Response

  Date: 03/26/2025

  We understand the residents frustrations.
  

  Our team has conducted a thorough investigation, which included physical audits at the facility and a comparison of other packages delivered by the same carrier on that day. Unfortunately, we have concluded that the package TBA319419263053 was misdelivered by the carrier.
  
  We have provided the resident with a letter to present to the carrier, indicating that the resident's package was never received. As a result, we are currently unable to issue a reimbursement and encourage the resident to reach out to the vendor or carrier for further assistance.

  Customer Answer

  Date: 03/26/2025

  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:03/18/2025

  Type:Product 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 package was lost, again, by fetch and they drag out their "support" and "investigation" for days when I really needed these items. 2 of the items are for medical reasons. They have lost many packages since we've been forced to use them by our apartment complex. All the other times, they blame it on ******. This time ****** provided exact delivery time and a photo of the package actually being received by fetch. Their support is horrible and when we've gone in person (their office is actually in the building connected to our complex) they have been rude, unhelpful and even hostile to my wife. I am so fed up. I want compensation and I want our apartment to stop using them. I am angry at being strung along yet again.

  Business Response

  Date: 03/27/2025

  We understand the resident's frustrations. 
  

  Our team has conducted a thorough investigation, which included physical audits at the facility and comparisons of other packages delivered by the same carrier on that day.

  Unfortunately, we have concluded that the package with the tracking number TBA319504254093 was misdelivered by the carrier.
  We have provided the resident with a letter to present to the carrier, indicating that the resident's package was never received. Additionally, we have offered the resident a gift card as an acknowledgment of the delayed outcome. Therefore, we are unable to issue a reimbursement at this time and encourage the resident to contact the original vendor or carrier for further assistance.

• Initial Complaint

  Date:03/18/2025

  Type:Customer Service 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 is a freight-forwarding business recommended by my apartment complex as a solution for package handling. The apartment complex of 251 Dekalb in *************** does not have mailroom lockers to secure packages, so they recommend anything larger than an item that can fit in your direct mailbox in each building be sent to Fetch in downtown, ************. Each Fetch facility has open facility hours in which they are capable of receiving packages, according to their FAQ and support pages on their website, indicating that receiving hours specific to each Fetch location should be visible in the app. However, the app has no mention of this. As the only means to schedule through their service is the utilization of the Fetch App, it is expected that the package-receiving stipulations be visible. 3 of my Amazon next-day packages have arrived outside of their mysterious receiving hours and were left at the door of their facility, which has no camera or package security outside of their receiving hours, hence my packages delivered prior to 9am have been stolen. This business does not participate in accessibility to the information they claim and has yet to assist or accommodate the concerns shared with them in multiple incidents. No information of receiving hours has been added to their app since this was submitted as a complaint to Fetch in December. The only way to receive or learn of their receiving hours is by contacting their Resolutions and Customer Support, usually after already having lost an item or 2.

  Business Response

  Date: 03/27/2025

  We understand your frustration regarding this issue.
  

  The package with tracking number TBA319472079906 was submitted to our ***************** on February 20, 2025. Our team issued a reimbursement of $21.00, which was processed on February 26, 2025.
  

  Additionally, we are working to improve the visibility of our facility hours within the app. If further assistance is required with this matter, please email us at ***********************************************************************.
  

  Customer Answer

  Date: 03/27/2025

  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. As of 03/27/25 Fetch is still yet to update their app in accordance with their instructions on their support pages. They compensated my incident for 1 of the 3 packages lost, after an email exchange lasting weeks. I will follow up with them in the next several months and submit a new report should history repeat itself. Thank you for your time. 
  
  Regards,
  
  ******** ******

• Initial Complaint

  Date:03/18/2025

  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.

  Scheduled delivery with Fetch for 2/18/2025 between 6-9pm. Nobody ever showed up to deliver my $300 package, and its nowhere to be found

  Business Response

  Date: 03/27/2025

  We understand the frustration regarding this issue.

  The package with the tracking number ************ was delayed for delivery on February 18, 2025, due to an access issue. It became available in the resident's account on February 19, 2025, at which point the resident selected the option to pick up the package.

  If further assistance is required, please email us at ***********************************************************************.
  

  Customer Answer

  Date: 03/28/2025

  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:03/18/2025

  Type:Product 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 ordered an item from ****** on 2/13. It was delivered on 2/14. Nothing from Fetch. After speaking to the customer service agent, I was told to file a claim with ******. Of course, there is no claim to file with ****** because the package was delivered. This has been confirmed with ****** three times now. I do not recommend Fetch to anyone but, unfortunately, Im stuck using this service and subject to its robot customer service agents until I move. (Did I mention my complex charges $25 a month for this?) I didnt even mention the other $250 package that was also LOST/STOLEN by Fetch. Thankfully that item was promptly re-shipped by the vendor, **********, to a different location. I wasnt about to make that mistake again!

  Business Response

  Date: 03/27/2025

  We understand the residents' frustrations.
  

  Our team has conducted a thorough investigation, including a physical audit at the facility. Unfortunately, we have concluded that the package TBA319395780191 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.