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Business Profile

Delivery Service

Fetch

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Delivery Service.

Complaints

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

Find a Location

Fetch has 14 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • 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

      7445 Tower St Richland Hills, TX 76118

    • Fetch Package

      1921 W Fulton St Chicago, IL 60612

    Customer Complaints Summary

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

    If you've experienced an issue

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/14/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 two missing packages that were delivered to Fetch by ****** but have yet to be received. The first package was delivered to Fetch on 2/9/25, and I scheduled delivery through the Fetch app for later that afternoon between 58 PM. However, as of today, 2/15/25, the package still has not been delivered and remains marked as Out for Delivery in the app. I reached out to customer service on 2/10/25 and was placed in the claims process, but I have not received any updates regarding the package or a refund.The second package was delivered to Fetch on 2/12/25 in the morning before opening hours. The driver provided proof of delivery with a photo of the package outside a garage at my local Fetch facility, yet it has still not been registered in the system. Over the past two days, I have submitted three customer service requests about the missing package but have received no response. On 2/14/25, I visited the Fetch facility, but staff could not locate the package and advised me to contact ******. However, ****** has already provided proof of delivery, meaning they are not responsible for the missing package. This item is worth nearly $200, and I am extremely concerned about its whereabouts.This is the first time in nearly 18 months of using Fetch at my apartment that I have had lost packagesnow two in one week. I need an immediate resolution, including, either my packages or reimbursement for the missing items.

      Business Response

      Date: 03/24/2025

      We can understand the frustration surrounding this matter. 

      We can confirm that the packages TBA319270084480 and TBA319351621533 were submitted to our ***************** on February 12, 2025, and February 19, 2025. Our team has processed two reimbursements totaling $241.

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

      Customer Answer

      Date: 03/24/2025

      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:03/03/2025

      Type:Delivery Issues
      Status:
      Answered
      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 deliver to fetch and now they are saying they don't have them

      Business Response

      Date: 03/11/2025

      We understand the frustrations regarding this issue. Our team conducted a thorough investigation, including a physical audit at the facility. Unfortunately, we concluded that the package was misdelivered by the carrier, as it was left unattended outside after our business hours. A formal letter was provided to ****** *****, which should be submitted to the carrier, SpeedX. 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:03/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 apartment complex uses Fetch to accept packages for us on our behalf and then they deliver it our apartments directly. My new iPhone (that cost me $888.09) was delivered to the Fetch warehouse on 1/8/25 at 10:58 in the morning received by a lady named *******. I never received a text message saying Fetch had my package and when inquiring the warehouse directly, they told me they don't have it. I have been emailing help@fetchpackage, however they are useless. They keep telling me they never received my package when I have confirmation from *** of delivery and that it was received by *******. They refuse to admit that one of their employees stole it and refuse to give me a refund when they know they are in the wrong.

      Business Response

      Date: 03/13/2025

      We understand the residents' frustrations regarding this issue. 

      Our team conducted a comprehensive investigation, including a physical audit at the facility. Unfortunately, we concluded that package ***************** was misdelivered by the carrier. 

      When we receive packages, they arrive on large pallets, and our team does not sign for them individually. Occasionally, a carrier may mark a package as delivered and signed for, even if it was not included in the pallet. At this time, we have not received this package at our facility. A formal letter was provided to ****** *******, which should be submitted to the carrier. 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:03/03/2025

      Type:Delivery Issues
      Status:
      Answered
      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 person stole my package. They are supposed to leave it by your door and take a picture. This man was holding my package instead. I got home 30 mins after it had suppposed to be dropped off but it wasnt there. Everyone else that had a package from Fetch had their packages sitting outside their door, so no we dont have a rampant package thief. I have also have several packages come through Fetch and I got all of them prior. Fetch states it will take them 5-7 days to come to a resolution when they have all the proof. I just want my money back or I plan to press charges.

      Business Response

      Date: 03/11/2025

      We can understand the frustration surrounding this matter. 

      We do see that the package ID ********* was submitted to our ***************** on February 12th, 2025. Our team issued a $133.00 reimbursement, which was processed on February 13th, 2025.

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

    • Initial Complaint

      Date:03/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 medication to a Fetch facility on Friday the 28th at 5:05PM. Fetch has lost my package, I have attempted to reach Fetch over 6 times to get an update or a follow up on any resolution and I have not heard back.

      Business Response

      Date: 03/11/2025

      We thank you for your understanding while we addressed this matter. 

      We do see that the Support Team was initially informed about the package with the Tracking Number 1ZJ083C10306944297 on February 1st, 2025. During our review, our Team was informed by **** ******* that *** had misdelivered the medication to another address. 

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


    • Initial Complaint

      Date:03/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 been using Fetch ******* services since moving into my apartment complex in September of 2024. This service is non-optional and it is the only way to receive packages at our address. We pay $30 per month for this service.They have an app where you can specify dates and times to receive deliveries through them. I recently removed weekends from my delivery preferences, as I have been away for work. Despite this, they have still delivered packages on weekends, leading to two stolen packages. I have contacted their customer support, but have only gotten the same automated response. They are not following their user's requests and are delivering packages when I have not specified them to, and I feel that this is why my packages have been stolen. If they would deliver within my specified window, then my packages would not be sitting in my hallway for 72+ hours for anybody to take. I have lost a total of $80 worth of packages due to this, and I have been paying a monthly fee of $30 for y packages to just be stolen due to the inability for this company to complete their tasks in given time frames.

      Business Response

      Date: 03/12/2025

      We can understand the frustration surrounding this matter.

      We do see that the package ID ********* was submitted to our claims department on February 3, 2025. A reimbursement of $60 was issued on February 10th. 

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

    • Initial Complaint

      Date:03/03/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 had two packages delivered from ******. Fetch signed for them and even Took pictures of the package in their possession. I scheduled to have my package delivered on January 26 and it never came. Ive reached out to this business multiple times and have been straight out ignored, Unacceptable and legal actions will be in pursuit of this continues and is not resolved immediately.

      Business Response

      Date: 03/11/2025

      We can understand the frustration surrounding this matter. 

      We do see that the package IDs ********* and ********* were submitted to our ***************** on February 3rd, 2025. Our team issued a $52.00 reimbursement, which was processed on the same day.

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

      Customer Answer

      Date: 03/11/2025

      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,

      ******* ******

    • Initial Complaint

      Date:01/21/2025

      Type:Delivery Issues
      Status:
      Answered
      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 delivery service my apartment complex forces us to use for any packages we order. I had 2 ****** packages delivered on January 13th. I was notified by fetch they received both packages, and both were set to be delivered that evening to my doorstep. At 7:45 pm, fetch claims they delivered 2 packages for me, however I only received one. They uploaded a photo of the delivery which shows only one package was delivered for me, however both were marked delivered. I am missing $25 worth of merchandise from ******, and a complaint was filed that night of January 13 stating this package was missing. As of January 17, I have not heard from fetch in several days, my package has not been located, and I have not been compensated for the items in the package. Below I will attach the receipt of the items, confirmation from ****** they were delivered to fetch, fetchs claim my packages were delivered, and the photo attached. Please note, in the photo of the packages you will see 2 packages, however 1 of those belonged to my roommate. Thus, 3 packages should have been at our door, and only 2 were.

      Business Response

      Date: 01/27/2025

      We apologize for the inconvenience and frustration this situation has caused. Our team has been working diligently to review the issue. We have completed our review and issued a reimbursement of $24. Please allow up to 7 business days for the reimbursement to be processed. If there are any additional questions, please let us know.

    • Initial Complaint

      Date:01/14/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 package delivery service, fetch damaged a package and agreed to pass it along to the claims team for a refund and then stopped responding to my messaged (5+emails, 4 text messages, and a phone call all went unanswered) and they didn't provide me with a refund. I can provide the email chain but the file is too big to upload. You can tell the box was damaged before I received it from the delivery photo, I also know the driver knew the package and it's contents were damaged because they put the damage facing down/towards the door. I also have the image fetch provided of the initial vendor label where you can see the box wasn't damaged when it was delivered to fetch so it was fetch who damaged this item. I expect to be refunded.

      Business Response

      Date: 01/23/2025

      We apologize for the residents most recent experience. Our team has been thoroughly investigating the situation and has issued a reimbursement for the amount of $66.00. Please allow 5-7 business days for this to show. If our team can assist with anything further, please do not hesitate to let us know.

      Customer Answer

      Date: 01/23/2025

      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:01/14/2025

      Type:Product Issues
      Status:
      Resolved
      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 a shipment from ****** that was delivered to this company. They work with my apartment and have a contract to deliver packages to the residents here. As seen by the screenshots, this package was delivered at 10:04 AM EST on Sunday, 12/8 to the company address.Fetch never delivered this to me though. After 20+ emails back and forth, they finally admitted to the package being lost and said they would send me a reimbursement check. The amount they wrote it for made no sense though and was less than the value of the items lost.They have since stopped answering my emails all together. The order from ****** was split into three deliveries. The delivery for the items on the second page of the order screenshots was what the company lost. It totaled to $190.83. The company instead wrote me a check for $73 dollars with no explanation. I just want the company to pay me back for the items they lost, and any help you could provide would be greatly appreciated. Thanks

      Business Response

      Date: 01/15/2025

      We want to apologize to the resident. Our team has evaluated this and are correcting their reimbursement to $191. Please let us know if we can do anything further!

      Customer Answer

      Date: 01/15/2025

      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,

      ****** ***

    Fetch is NOT a BBB Accredited Business.

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