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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 16 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

      7445 Tower St Richland Hills, TX 76118

    • Fetch Package

      Raleigh, NC 27612

    • Fetch

      6101 Jet Port Industrial Blvd Tampa, FL 33634

    • Fetch

      6547 S Racine Cir, Suite 600 Englewood, CO 80111

    Customer Complaints Summary

    • 420 total complaints in the last 3 years.
    • 84 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/30/2022

      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.
      Packages are missing and customer service is not responding.

      Business Response

      Date: 09/15/2022

      Please accept our sincere apologies for any stress we may have caused or any negative experiences this individual may have had with our service. Whenever a package enters our hands, we strive to deliver it seamlessly and with exceptional service. 

      Our procedures have been updated to address resident concerns and prevent problems before they arise. While this is not the circumstances in this situation, we are working diligently to prevent delays and answer resident questions.

      We received initial word of delayed packages on 8/28. To escalate this issue, our customer service team started a ********************** investigation with the facility. Due to increased limitations on employee interactions within the facility, our performance, and communication on the ground had been temporarily hindered and we were experiencing extended wait times on all package operations. The delayed packages were confirmed as delivered on 8/31.

      Customer service is our top priority, and we apologize for any shortcomings. Should you require further assistance, we will be happy to help.


    • Initial Complaint

      Date:08/30/2022

      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 a package delivered to fetch on August 12 at 11:56 am. By the next day the package still had not populated in the app, so on August 14 I wrote an email to ******************************* explaining that my package was still not logged in the system. I heard back by the 17th with an email confirming it was still missing. Another email that evening thanking for my patience and that they were sending me to the Live Delivery Investigations Team. I received an email the 18th from someone from the investigations team thanking for my patience and that they would let me know. I had not heard back so on August 22nd I wrote again for any update and as of August 27th I have received no correspondence and my package is still missing. I have had no other issues with packages being delivered and the delivery people have all been very courteous; however, its been over two weeks and I just want to know if Im ever getting this package

      Business Response

      Date: 09/14/2022

      First of all, we would like to apologize for any negative experience this individual has had with us. It is our utmost priority to provide the highest quality service. We want to make sure that if we do not meet your expectations, we fully investigate the matter to find the best possible solution.

      We received an initial response from the individual on 8/14 stating that a package currently in transit was misdelivered to another resident. It was discovered that this package had been delivered to the correct unit, in a different building, to the incorrect resident.

      The Live Delivery team began retrieval of the misdelivered package to resolve this issue. However, it was not successful, therefore, receipts were collected to begin the reimbursement process. Claims generally take 5-7 business days to process, but this may vary depending on the volume of claims being processed. The approval of claims is based on their order of submission and may cause lengthy delays.

      On 9/3 the reimbursement was approved and emailed to the individual after investigating this issue. We strive to provide the best customer service, and we apologize for any shortcomings. Please do not hesitate to contact us if we can be of any further assistance. 


      Customer Answer

      Date: 09/20/2022

      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:08/30/2022

      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.
      Nobody from your company has called me to discuss why my packages are scheduled for delivery and then at the last minute, I get a notice saying I have to pick another time because my time is no longer available. This is extremely difficult and frustrating when I had already scheduled the package to be delivered. Your services say that this process is supposed to be easier and that we receive our packages quicker.... this has not been the case for myself and many residents at my complex. The packages that I scheduled to be delivered tonight were for a business trip that I leave for on tomorrow morning. Now, I will not be able to get packages and this impacts my plans. Some of the things I will have to return because your company could has operational issues with delivering packages. I had ANOTHER package tonight that was scheduled to be delivered and now the system is asking me to reschedule. Why does this keep happening? I will have to seek legal advice if this keeps happening.

      Business Response

      Date: 09/15/2022

      We apologize for the negative experience this individual has had with our service. Providing excellent service is our top priority. In the event that we are unable to resolve an issue for our residents, we strive to thoroughly investigate the situation and come up with a resolution that is as satisfactory as possible.

      Our procedures have been updated to address resident concerns and prevent problems before they arise. While this is not the circumstances in this situation, we are working diligently to prevent delays and answer resident questions.

      Due to increased limitations on employee interactions within the facility, our performance, and communication on the ground had been temporarily hindered and we were experiencing extended wait times on all package operations. **************** is our top priority, and we apologize for any shortcomings. We are happy to assist you if you need further assistance. 

      All packages have been marked as delivered and there are no open tickets pending for this resident.


      Customer Answer

      Date: 09/16/2022

      Complaint: 17776837

      I am rejecting this response because:

       

      This issue has not been resolved. It has literally happened again minutes ago with a package that was supposed to be delivered between 3pm-6pm. I just got an email stating the delivery time is no longer available. The package was out for delivery via the app so why did it have to be rescheduled? I need answers and a resolution to resolve this issue. I already had someone from the media reach out regarding a comment on social media and I have been trying to not respond hoping that this company would correct this issue and prevent it from happening again. 

      Regards,

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

      Business Response

      Date: 12/27/2022

      We apologize for the delay in responding. 
      Please know that package management is a complicated process and one that we take very seriously. While the vast majority of the time, packages are delivered on time, sometimes packages do experience delays. We are working diligently to improve processes to ensure our residents receive the level of service they deserve and that is expected.
      At this time, there do not seem to be any outstanding issues with thi residents packages. However, if they require further assistance they are more than welcome to email us at *******************************.

    • Initial Complaint

      Date:08/29/2022

      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.
      I received a notice from Amazon that my package had delivered to Fetch on August 24th. Fetch sent notice that they'd received the package on the 24th. The package appeared in the window indicating it was available for delivery, along with another package from Huckberry. I scheduled both to be delivered Saturday, August 27th from 4-6pm. On Saturday, I received the Huckberry package, but not the Amazon package. I received notice that the Amazon package was delayed, and that I should reschedule. However, there is no option to reschedule. I sent an email, and had several chats with the bot, but have heard nothing from their customer service...no email or phone call, even though I provided both. There is no option to call this company, or speak with a human. It is unclear how they clearly had the 2 packages ready for delivery, and only one shows up. The package included a gift for my mother, so the timing of the delivery was important.

      Business Response

      Date: 09/15/2022

      Please accept our apologies for any negative experiences this individual has had with our service. We strive to provide excellent customer service, and we apologize that you did not receive this type of service. Whenever we fail to resolve an issue for our residents, we will thoroughly investigate it and find the best possible solution for them.

      We were unable to locate any correspondence from the individual based on the email provided. Our philosophy is to correct issues as they arise. Because we werent alerted of the missing packages, we didnt begin our investigation process. There are several different ways to locate packages without tracking numbers. We can search via sender, to whom the package is addressed, and even cross-reference packages needing to be attached to an account with our facility. If Fetch was made aware of these issues, we would have been able to assist. 

      Our team takes your concerns seriously and will do everything we can to meet your needs. **************** is our top priority. Apologies for not achieving this goal. As soon as we receive the necessary documentation, we will be able to look into any issues. 

      If we can be of further assistance, please let us know!


    • Initial Complaint

      Date:08/25/2022

      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.
      We have been required to use the Fetch service by our ******************** and each resident pays monthly for the service. All packages that we order MUST be sent to Fetch, and they then are supposed to deliver them to us. Fetch now currently has at least 3 of my packages, and has for weeks. They will not deliver them, no attempt has been made. I have made formal complaints via email and live chat at least 7 times-I get NO response. When I call the help line, it rings indefinitely or keeps me on hold indefinitely. This is quite simply organized package theft.

      Business Response

      Date: 09/14/2022

      To begin with, we apologize for any negative experiences this individual has had with us. We place the utmost importance on the quality of service. It is our goal to find the best solution for you if we fail to meet your expectations.

      We received an initial response from the individual on 8/21 stating that a package was misdelivered. We discovered this package had been left in the mailroom instead of directly at the resident's door.

      The Live Delivery team began retrieval of the misdelivered package to resolve this issue. However, it was not successful, therefore, receipts were collected to begin the reimbursement process. Claims generally take 5-7 business days to process, but this may vary depending on the volume of claims being processed. The approval of claims is based on their order of submission and may cause lengthy delays.

      After investigating this issue, the reimbursement was approved and emailed to the individual on 9/7. We strive to provide excellent customer service, and we apologize for any shortcomings. If there is anything else we can assist with, please do not hesitate to contact us. 

    • Initial Complaint

      Date:08/25/2022

      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.
      I ordered a loveseat, $279.99, from Wayfair (delivered to the Fetch Warehouse August 13 at 3:46PM/ #**********************************), as well as a paper towel holder,$9.99, from Amazon (delivered to the warehouse August 19th/ #TBA018501701504), and both were scheduled to be delivered August 20th. It is August 24th now. Neither of them were delivered, and I got no notice as to why, nor can I change the delivery date on my Fetch profile. They are still set to be "delivered" on August 20th, which has since passed. I have tried asking their bot for help and I have emailed several times with no luck and no response. My apartment complex forces us to use Fetch, and I have only lived here a few weeks, but I already do not like the services they provide, or claim to provide. I want my packages, and it's impossible to talk to anyone when there is no number available and no one responding to emails. This is not okay.

      Business Response

      Date: 08/29/2022

      Please accept our apologies for the negative experience this individual has had with our service. Providing excellent service is our top priority. Whenever possible, we strive to thoroughly investigate every issue and come up with the best solution for our residents.

      Our procedures have been updated to address resident concerns and prevent problems before they arise. While this is not the circumstances in this situation, we are working diligently to prevent delays and answer resident questions.

      We received initial word of the delayed package on 8/20. To escalate this issue, our customer service team started a ********************** investigation with the facility. Due to increased limitations on employee interactions within the facility, our performance, and communication on the ground had been temporarily hindered and we were experiencing extended wait times on all package operations. The delayed package was received by the resident on 8/27. There is an additional package awaiting to be scheduled as well.

      We apologize for any shortcomings in customer service. Should you require further assistance, we will be happy to help.


    • Initial Complaint

      Date:08/24/2022

      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.
      My apartments are offering this service from fetch and we have to pay $25 month for it. Ive only been there for about two months and Ive had to track down my packages from fetch every time. They have no customer service number and filing a missing package through their app you end up getting a slow response. My package says its been at their facility since Aug 16th it os now Aug 24. Called the property manager at my apts and they said I can just stop using the fetch address, but am still expected to pay. They also said that there has been several complaints from all the residents about their packages not being delivered, and they even game the example of them misplacing someones whole living room set. How is it that a company is not providing a service, but I still have to pay for it. I just want my Money back for paying for a service that clearly no one has been receiving and I want the items that were delivered to them.

      Business Response

      Date: 08/26/2022

      Thank you for your time, and please accept our sincere apologies for any stress or negative experience our service may have caused. Whenever a package enters our hands, we strive to deliver it seamlessly and with exceptional care. 

      Our procedures have been updated to address resident concerns and prevent problems before they arise. While this is not the circumstances in this situation, we are working diligently to prevent delays and answer resident questions.

      We received initial word of the delayed package on 8/22. To escalate this issue, our customer service team started a ********************** investigation with the facility. Due to increased limitations on employee interactions within the facility, our performance, and communication on the ground had been temporarily hindered and we were experiencing extended wait times on all package operations. It was found the tracking label was missing certain identification to be matched to the residents account. The delayed package is scheduled for delivery on 8/26 in our 4-8 pm window. Our top priority is customer service, and we apologize for any shortcomings. We are happy to assist you if you need further assistance.


      Customer Answer

      Date: 08/26/2022

      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,

      ******** People

    • Initial Complaint

      Date:08/24/2022

      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.
      ***** delivered my package to Fetch - I don't have an account with Fetch so I'm unsure why my package was delivered to them, but the address was changed without my permission. Fetch has my package, and won't deliver it. They said I need to pick up my package, which is about a ************************ I cannot pick it up as I am disabled. I've been waiting for my package since July, and they won't deliver it to me despite it being in their possession.

      Business Response

      Date: 12/23/2022

      We apologize for our delayed response. We have recently improved are processes and wanted to reach out to ensure if we have resolved this matter or how we can be of further assistance.

    • Initial Complaint

      Date:08/24/2022

      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.
      Original Amazon shipment received by Fetch on Aug 6. Reported out for delivery.Aug 8 reported the shipment missing but still reported as "out for delivery"the remaining timeline is documented by FetchSupportDialog.pdf as attached. Note this documents their admission that they have lost my property.Requested documentation (Fetch1.pdf) sent 8/12 as documented in attachment Invoices and shipment numbers for lost packages.pdf.In the absence of any indication of action, contacted Fetch again which resulted in escalation of "supervisor" ******* as documented in FetchSupportNonsense.pdf As of this date, I have received no response from Fetch and no indication if/when my reimbursement will be provided. A This is criminal. No wonder this company has an F rating. Fetch - don't bother with anymore canned vanilla nonsense response. This will NOT be resolved until I receive reimbursement for my property which you have lost.

      Customer Answer

      Date: 09/16/2022

      Better Business Bureau:

      Thank you for inquiring. Fetch did send reimbursement for the lost packages though it was a very long and tedious process. Thank you again for helping with this matter.

    • Initial Complaint

      Date:08/24/2022

      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 a large package that arrived at the Fetch Warehouse on 8/8/22. On 8/9/22 the Fetch app alerted me of receipt and I schedule for delivery that evening during the large delivery time block of 4-8PM. The package never arrived and to this day (8/21/22) the app says "package to arrive by 8PM." I have followed up daily and no one has given me an update on where my package is (if it is even still at the warehouse) and when I can expect it. Again - this is a large package & this is nearly 2 weeks later. If I don't receive the package by 8/23 I want a full refund for the cost of my package.

      Customer Answer

      Date: 09/26/2022

      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,

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

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