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

  2726 Pittman Dr Silver Spring, MD 20910

• 

  Fetch Package

  Raleigh, NC 27612

• 

  Fetch Package

  275 Mendell St San Francisco, CA 94124

• 

  Fetch Package

  9013 N 24th Ave Ste 1 Phoenix, AZ 85021

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:08/24/2022

  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 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:

  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.

  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:

  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 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,
  
  ***********************

• Initial Complaint

  Date:08/18/2022

  Type:Sales and Advertising 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.

  Online package delivery service you schedule a delivery when you are home. In my case a large apartment complex. The does not list our building numbers. They have ZERO customer support. Chat bots and no help. The app you use is confusing and I was unable to determine my location and correct home address. They delivered to wrong building and have NEVER responded to me. No way to get help. Horrible way to run a business with peoples money and items missing.

  Customer Answer

  Date: 09/16/2022

  Better Business Bureau:
  
  Thank you. I did get a resolution from fetch. Please close this file. 
  
  
  I appreciate the follow up and help 
  
  
  ***************************

• Initial Complaint

  Date:08/18/2022

  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.

  Fetch continuously fails to deliver packages in a timely manner. Packages sit in queue for days, showing that it is in route for delivery and no attempts for delivery have been made. The ******* facility is disorganized and unprofessional. No communication or effort to communicate with patrons when packages are unable to be delivered. Cancelations without notice continue to be an issue. Llmost reciently on 08/14/22 I requested delivery of a package and no service was rendered. I contacted the corporate office to once again notify them of the ******* facilitys dereliction of duties the following day, Monday 08/15/22. I spoke with 3 different customer service reps. I requested to be followed up with and contacted by a manager. No follow was made. I still have yet to receive my package or a follow up from upper level management. Their lack of disregard as well as failure to follow through with specified duties is abhorrent.

  Business Response

  Date: 08/22/2022

  Please accept our sincere apologies for any stress we may have caused or for any negative experiences this individual may have had. Whenever a package enters our hands, we strive to deliver it flawlessly 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 the delayed package on 8/15. 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 delivered on 8/17.

  Customer service is our top priority, and we apologize for any shortcomings. If you need further assistance, please do not hesitate to contact us.
  

  
  

• Initial Complaint

  Date:08/15/2022

  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.

  I bought a graphics card on July 12th and delivered it to Fetch on July 14th. Today marks one month missing and I still have not received a single response to any of my emails or calls. I am very close to taking legal action if this is not remedied quickly. It has been in their facility for 30 days. During this past 30 days, they had another 4 packages that were delayed for up to 3 weeks but the apartment complex I live in called them and got them to deliver the rest of my stuff, minus the graphic card. This package is needed for me to be able to do my job online and every day it is missing I lose money.

  Business Response

  Date: 08/22/2022

  Please accept our apologies for the negative experience this individual has had with our services. Our goal is to provide excellent customer service. In the event that we fall short, we strive to investigate each issue thoroughly and resolve it in a manner that is most suitable for our residents.

  We have updated our procedures to address resident concerns and prevent problems before they arise. While this is not the case in this situation, we are working diligently to ensure that delays are avoided and residents' questions are answered.

  When you have a moment, could you please send over a screenshot or proof of your receipt including:
  -the tracking number from the vendor's site correlates with the receipt.
  -the cost for your package including shipping and taxes.
  
  The claims department will deny any claims where the receipts cannot be proven to correlate to the tracking number. Please make sure the images show the tracking number verifying they are linked to this receipt. Tracking from the carrier site (Fed ************** etc..) is not valid in verifying receipts. The vendor should send you tracking and receipt to verify in an email once your tracking number is created.

  Once receipt and tracking are verified, we will submit this to our Investigations & Claims team for further review. If the value is under $50, we can skip claims and process this for you immediately.
  

  We are more than happy to assist with this issue and would need the requested information above. We take pride in delivering the best possible customer service, and we apologize for falling short. We take your concerns very seriously and look forward to continuing to provide you with the highest level of quality.
  

  
  

• Initial Complaint

  Date:08/15/2022

  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 building's package uses Fetch package for package receiving and front door delivery. I have one IMPORTANT and URGENT working laptop which will be used the day after tomorrow. It was received by Fetch 8 days ago and Fetch should had it delivery to me YESTERDAY. However, it has been in the "out for delivery" status for more than one day. I can pick it up myself in consideration of this urgent situation. But they neither respond on email or phone!I want to get Fetch's respond where my package is now and delivery it to me TODAY or let me pick it up TODAY!

  Business Response

  Date: 08/22/2022

  Multifamily buildings contract Fetch Package to manage packages for their residents. In place of bulk packages being left at the office, Fetch delivers packages directly to residents.  

  Residents are asked to use a special shipping address that contains a unique code used to identify the resident.  When packages are delivered to a Fetch Warehouse, it is logged under the residents unique code and an alert is sent to the resident. The resident then has the option to have their package left at their door during the next available window of time OR they can schedule the package for delivery within an available window. 

  On 8/15  we were alerted of a missing package. Due to our increased volume, this ticket was answered on 8/18. Our agents requested the necessary tracking information to conduct a package investigation to locate this package and attempt delivery. On 8/20, once we received this documentation, we found that this package may have been misdelivered by the carrier and we suggested the individual follow up with the vendor. 

  We advised the individual to follow up again with the carrier and confirm these deliveries are in fact being misdelivered.  We sincerely apologize for any inconvenience caused and look forward to solving this issue with you.

  
  

• Initial Complaint

  Date:08/15/2022

  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.

  Fetch package delivery employees delivery people who steal packages and then refuses to rectify their theft.

  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:08/15/2022

  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 live in an apartment community that uses a package delivery service called Fetch. My doctors ****** mailed me samples of a 30 day supply of brand medication that retails over $2,400. The **** Tracking #**** **** **** **** **** 55. The person at Fetch logged my package as **** instead of putting who it's from, which caused a lot of confusion. I received a notification that I had a package from **** and I scheduled a delivery during my desired time slot. The package was never delivered that day. The next day it was scheduled to be delivered and it did not arrive that day either. When I called to inquire about the package I was told that the package had been mislogged and it was sent to another person with a similar name. At the time I didn't have my tracking information from my doctor's ****** for the medication. I got the tracking number and provided it to Fetch and they said they delivered it to someone else even though I provided the tracking number that corresponds with the package that was inputed as ****. I need my medication as this is from my psychiatrist and I can't be off the medication more than a few days. I'm really upset about this. Second situation is my with a package from a food delivery service called Hello Fresh. Each week I receive a delivery from Hello Fresh for the week. This week the food was delivered on Monday and it's now Thursday and they have yet to deliver my box with the food. I have had to order food each day since I work from home. I do not have a car due to a recent car accident.

  Business Response

  Date: 08/26/2022

  Please accept our apologies for any negative experience you may have had. We make every effort to locate lost packages as soon as possible. When they are lost, we escalate the matter to our claims department. A number of changes have been made to our procedures to address residents' concerns and prevent problems from occurring.

  While this is not the case in this situation, we are working diligently to ensure that delays are avoided and residents' questions are answered.

  We received initial word of the delayed package on 8/10. 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. 

  Receipts were collected to be submitted to our Investigation and Claims team to process this reimbursement. This ticket was sent to our claims team on 8/11.

  As a general disclaimer, claims take 5-7 business days to process; however, due to the volume of claims currently being processed, this number may vary. Claims are approved in the order submitted and may be subject to lengthy delays.

  The reimbursement was approved on 8/17 and emailed to the individual. We pride ourselves on providing excellent customer service, and we apologize for any shortcomings. Please feel free to contact us 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,
  
  *******************************

• Initial Complaint

  Date:08/15/2022

  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 packages have not been delivered to my residence. I have sent numerous inquires regarding the state of my package and have not had any resoluttion, response, call back, email or any communication on the status. My package arrived at the Fetch facility THursday 08/04/22 with a sameday delivery request. That request was not honored, this isnt the first time, or even the fourth time. I then reached out to Fetch to get an understanding of where my package is and received no repsonse, i have inqiired every day since and not it is 08/09/22, five days later and there i no repsonse of my packages. I spent $109.64 on one order and $58.44 on the other, I have contacted teh companies to see what can be done, but since it was delivered, they have asked me to go to Fetch. This is simply not acceptable, you cannot be in the business of delivery packages and not deliver packages. And there exuse about Prime is no longer valid, we are weeks past that. I like my stuff or for them to reimbuise the total of $168.08. At this point, I beleive this business is a fradulaent entity and would like resolution.

  Business Response

  Date: 08/19/2022

  Please accept our apologies for any negative experiences. We make every effort to locate lost packages as soon as possible. If they are lost, we escalate the issue to our claims department. Our procedures have been updated to address resident concerns and prevent problems.

  We have updated our procedures to address resident concerns and prevent problems before they arise. While this is not the case in this situation, we are working diligently to ensure that delays are avoided and residents' questions are answered.

  We received initial word of the delayed package on 8/5. Due to our influx of customer inquiries, this ticket was addressed on 8/8. 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 delivered on 8/9.

  Customer service is our top priority, and we apologize for any shortcomings. We are happy to assist you if you need further assistance.