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

  1921 W Fulton St Chicago, IL 60612

• 

  Fetch Package

  Shawnee, KS 66203

• 

  Fetch Package

  275 Mendell St San Francisco, CA 94124

• 

  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:01/10/2025

  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.

  This company has been contracted by my apartment community The ****** in ******************, ***, to deliver our packages. They are always losing packages and never find them. I have had multiple occasions where a merchant has delivered my packages, and I dont receive it. They have lost another package as of December 19, 2024. Ive emailed and complained to them and my apartment community. I dont know if the packages are being stolen, or delivered to the wrong addresses. But, their ****** reviews prove that this is a practice that is happening regularly. I am livid at this point, because I always have to prove myself and they have a long delay before a refund is granted. Tampering with mail last I understood, is a federal offense. There is no consideration or tilmeliness about locating my packages. Now its Christmas and Im going out of town, and they are refusing to get the refund to me so I can replace my purchase. They need to be fined for the constant mishandling of mail and made to process my refund within two days of not locating my package. I would like that back asap. But expecting another item and cannot trust it will be delivered.

  Business Response

  Date: 01/10/2025

  We are happy to assist. The resident has provided an Order Number from the vendor, we need a tracking number from the carrier to be able to investigate this package. Feel free to share that here or send the tracking number to ************************************** for us to help!
  
  

• Initial Complaint

  Date:01/09/2025

  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.

  12/9/24 2 large boxes were shipped from my parents in ******, ** -to me via a fetch address in ******. These contained items needed for a trip to ******** (sentimental and cold weather gear that tends to be expensive)Upon tracking packages, **** showed they were delivered to the fetch address, however I had not received a notification.I reached out and after lengthy attempts a claim was made. Finally, after providing details of tracking information (and a summary of items in the boxes - not sure why that was needed at that point) it was discovered that the address was incorrect. The name stated ***** ***** versus the fetch address name ******** ***** XXJLJR. I acknowledge that was an error.However, fetch stated that this was delivered to another ***** ***** and was unable to be recovered. Does this person not have an identifier after their name? I believe clarification should have been made if there was an error. At the VERY least it should have been returned to sender. Fetch will not refund me the $500 coverage that each box should have and stated the above. This is not a satisfactory answer for me. I have continued to reach out after I requested my claim to be escalated.

  Business Response

  Date: 01/17/2025

  We apologize for the frustrating experience the resident encountered. Unfortunately, we must uphold the denial of their claim. When shipping packages to our facility, it is essential to include both the name associated with the Fetch account and the ******************** code. In this instance, neither of these requirements was provided.
  
  
  Upon arrival at our facility, all packages are scanned and logged based on the name and information on the shipping label. Our team recorded the two packages in question under the account associated with ***** *****, as it was the only account active at that time. This was done in good faith.
  
  
  It was only after the packages were delivered that we were informed this was incorrect. Despite our sincere efforts, we were unable to recover the packages.
  
  
  Please let us know if we can assist further.
  

  Customer Answer

  Date: 01/17/2025

  Complaint: 22790852
  
  I am rejecting this response because:
  
  

  I understand the mistake in the name and code.
  
  Is there a ***** ***** at this exact fetch address? Without a code after that name?? I find that hard to believe. That is why I feel like it should have been returned to sender. 
  
  
  This box contained over $1000 worth of items, which is why I am being so persistent. 
  
  
  
  Regards,
  
  ***** *****

  Business Response

  Date: 01/27/2025

  We apologize for the frustrating experience. All residents in this area share the same address: *********************************************. We only have one ***** ***** in our system who ships to our ********** facility. Our team has made several attempts to contact ***** *****, but unfortunately, our attempts were unsuccessful. 
  
  Our Customer Support Claims Team made a genuine effort to resolve this issue, but they were unable to retrieve the packages belonging to the resident. 
  
  We understand the residents frustration; however, our final decision regarding this matter will remain unchanged.
  

• Initial Complaint

  Date:01/08/2025

  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.

  My apartment complex only allows us to use Fetch delivery for packages to be delivered to us. I had a package (THAT I STILL HAVE NOT RECEIVED) that was picked up by fetch from the post office on Saturday January 4, however, it was never delivered to me nor has a request been sent for me to schedule a delivery timeframe. The post office opened up 2 investigations, and it shows that the package was delivered to fetch and was signed out and picked up by employee. The post office does not have possession of the package at all. When I went to the fetch office, the **** employee who would not give me his name to report. Argued with me telling me they didnt have my package. So what this tells me is that fetch is in possession of my package however it is a loss and or has been stolen by someone that works there. I came to this conclusion because Ive had a few other packages delivered within the same time timeframe of this particular package going missing.Fetch does not have a telephone number for me to have someone to talk to so I filed three complaints via email and their website. The one email I received back, never replied back after the initial day of filing. My package was $1000 and they have absolutely no concern of helping me. (I paid in cash in which ********* had to upload the money onto a gift card in order to pay in store, Which is why it shows a gift card however I still paid the whole amount with my heart earned money)

  Business Response

  Date: 01/15/2025

  We apologize for the delay here. This situation has been escalated to the highest appropriate level and they are currently reviewing the situation in full. Please allow them 3-4 business days to complete their review and our team will reach out as soon as possible.
  
  

  Customer Answer

  Date: 01/15/2025

  Complaint: 22781318
  
  I am rejecting this response because: i was told (4 days after my item was already delivered to them) that they need 5-7 business days to look into what happen. I am rejecting this response so that this case can stay open and i may have a resolution for my issue. 
  
  Regards,
  
  ****** *****

  Business Response

  Date: 01/24/2025

  We apologize for the residents most recent experience. Our team has been thoroughly investigating the situation and has issued a reimbursement in the amount of $1,000.00. 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: 01/27/2025

  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.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:01/02/2025

  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.

  Purchased three items on the week of 12/23-12/27. Product was confirmed with tracking to drop off with local fetch office. The fetch delivery claimed to drop off on 12/29. The photo proof showed a different colored door that is not mine. Reached out to support following day, the customer support did not read what this customer told him that the ********************** employee either stole the packages that total 500 dollars or dropped it off some where else. The advisor told me to contact the vendor stating someone stole the packages after they were dropped off. It was not dropped off at my address. I was there all night. The advisor then decided that he was wrong and decided to investigate. This customer lost faith in the advisor. Asked close to 20 times for a supervisor, was ignored. Now all purchased products can not be replaced since sold out or no longer in sale. Second coupons and gift cards are no longer valid. Informed advisor will file police report, complaint to bbb, and reach out to property manager. Very disappointed that your advisor continues to ignore the customer

  Business Response

  Date: 01/08/2025

  We apologize for the delay as our team thoroughly reviewed the residents case. Our team completed their review for the following packages:
  Package Info: 
  115860204 - 1LSCX0C21446484 $75.24
  115861735 - TBA318182754534 $169.99 after taxes 181.04
  115891627 - TBADD0019237292 $25.99 after taxes 27.68
  
  
  The team has approved the residents claim and have issued a reimbursement in the amount of $284.00. Please allow 5-7 business days to see that reflected. Thank you!
  
  

  Customer Answer

  Date: 01/08/2025

  Complaint: 22750308
  
  I am rejecting this response because: I used coupons and gift cards.  They didnt even refund the gift card.  

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

  Business Response

  Date: 01/13/2025

  Please note that our team has reviewed receipts provided by the resident, and $284.00 includes both the $20.00 credit used, and the $19.69 credit.
  
  

  Customer Answer

  Date: 01/13/2025

  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:12/23/2024

  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 contacted Fetch on December 18, 2024 to inquire about a package that was delivered via *** that I had not yet received notification for. Fetch had previously lost a package of mine, so I become nervous when hours pass between delivery to Fetch and notification that the package will be delivered to me. This time, I am advised that it was a processing error and that the package would be delivered to my doorstep between 6-9pm. The package arrived to Fetch at 11:14am. I advised Fetch that I am normally in bed at this time but they stated that was the best they could do. I woke up at 4am the next day to find a damaged package at my doorstep. The package appeared as if it had been opened by someone at Fetch and taped back with a single strand of tape. The several hours delay in their processing now made sense. When I opened it, the package was missing an expensive bottle of cologne (Christmas present) and a separate item had been damaged (glass bottle leaked all of its contents) to the point it arrived completely empty. I contacted Fetch immediately detailing the issue and sent photos. I received an email that the issue would be transferred to their claims and investigations team. Despite many attempts at reaching out to Fetch, they have been unresponsive. Zero contact since. This is an unacceptable business practice. My building requires that we use Fetch and pay monthly for services. However, residents do not receive the services rendered. Fetch can be a careless intermediary. Packages are lost, stolen, have products stolen from inside packages, etc often with no resolution for the resident. This is unacceptable. I expect to be reimbursed the cost of the missing/damaged products. I sent Fetch the receipts, totaling $165.00 (plus tax for the two items. I do not consent to sharing my name, address, phone number, or details of my complaint with the public at large. I only consent to sharing the information with Fetch for the purposes of this specific complaint.

  Business Response

  Date: 12/30/2024

  We apologize for the inconvenience on this matter. Our team has been assisting the resident and thoroughly investigating the situation and have reimbursed the resident in the amount of $176 as of 12/24/2024.
  
  

• Initial Complaint

  Date:12/23/2024

  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 ordered a package from ***** & got it sent to fetch delivery warehouse in ******, I followed all protocols via the fetch app! Fetch sent me a text saying my package was received by them at 11:40am on 12/21/24 & sent me a text saying to schedule my delivery. I scheduled for 4-7pm on December 21st 2024, I got a notification that 2 of my Amazon packages were delivered at 6:36 then my ***** package got delivered at 6:45pm, when I went to get my packages only the Amazon packages were outside but on the app it says the ***** and Amazon package all 3 got delivered and on the delivery picture the driver took only 2 packages are shown in the picture but the app is claiming all 3 packages got delivered! I emailed support and they sent me a picture of the package showing that it was in their possession but somehow they have no idea where my package is at! I drove up to the fetch facility in ****** and the doors are wide open where anyone could come in and take peoples packages, there were also countless packages sitting outside the front doors that anyone could come and take or the weather could potentially damage but fetch is very careless and doesnt take the measure to protect peoples packages! The worker at the fetch facility couldnt even tell me what driver had my package even though on the app it usually tells you the drivers name and to rate their delivery service however for my missing package this was not an option, and the delivery driver didnt even take a picture of the package being deliver which is fishy! My package total was $188 dollars and was full of Christmas gifts so thank you fetch for ruining my families Christmas due to your careless procedures and hiring people who steal others packages! Ive emailed support countless times and they have stopped responding and wont even reach out to the driver who so called delivered my package and have no other ways of reaching out to them

  Business Response

  Date: 12/30/2024

  We apologize for the inconvenience on this matter. Our team has been assisting the resident and thoroughly investigating the situation and have reimbursed the resident in the amount of $189 as of 12/24/2024.
  
  

• Initial Complaint

  Date:12/23/2024

  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 was recently deactivated from yall app it says I violated guidelines and I didnt yall cancelled all my orders due to volume low I just want my account back to where it was can go in different area and work if not I will get lawsuit for discrimination and Unlaw termination because there was no reason behind the firing and it was completely unlawful considering every order I had was given to someone else after yall would cancel it from my end that is not part of how you run a business you dont take from other people mouth I have proof and will be taking yall sorry ssa company to court if we cant work out something

  Business Response

  Date: 12/23/2024

  This is a 1099 contractor who was removed due to a variety of factors. They are able eligible to reapply in 6 months and have already stated they are not interested in doing so.

• Initial Complaint

  Date:12/16/2024

  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.

  Ordered AirPods and our apartment uses fetch to deliver. In our fetch app they posted image of our AirPods being signed and uploaded by fetch, meaning fetch received the package. Then they tell us the package is delivered to our apartment and deliver us a chair instead? We ask where is our package or how do we get refunded for the package you lost and they ignore us. It has been a week and they are still not replying.

  Business Response

  Date: 12/23/2024

  We apologize for the inconvenience and frustration this experience has caused. Our team has been working as quickly as possible to fully investigate the issue. Our team has completed their review and issued a reimbursement of $139.00. Please allow up to 7 business days for that to come through otherwise, let us know if there are any additional questions. Thank you!
  
  

• Initial Complaint

  Date:12/16/2024

  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.

  Fetch is a package delivery service, they receive packages for multifamily dwellings and then deliver to the receiver's door. That's how it is supposed to work. On December 10 at 10:45 AM Fetch received a 94 pound package from ***. It was signed for by "********". The tracking number is listed below. Fetch never logged the package as having received it and now are denying they ever received it. This exact thing happened to me once before, complete with denial of receipt by Fetch. Then, about a week later, the package magically turned up, they had been in possession of it the entire time. Their process is flawed at best.

  Business Response

  Date: 12/23/2024

  We apologize to the resident for this frustration. Our team has been working closely with them and as a courtesy have gone ahead and reimbursed the resident for the package ending in 6955 for the amount of $183.
  
  

  Customer Answer

  Date: 12/23/2024

  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. I appreciate their quick and thorough response. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:12/13/2024

  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.

  Fetch stopped correspondence with me regarding an issue with two packages. - First package was marked as delivered, but the delivery photo clearly did not show it as delivered. They did respond to get proof of purchase, but they have no responded to any inquiries about whether or not they received the documentation. This was a gift from my mother, so it was harder to get the proof. This isnt the first time Fetch has lost a package of mine. - Second issue in the same week is regarding a package that was delivered by the post office to Fetch, but Fetch has not put it in their system after days, and they have not responded to any of my questions regarding the whereabouts. Ive usually had no issue inquiring about a package, so Im not sure why they are deciding to ghost ***** is the holiday season, so I really need to know if I need to reorder these items, if Fetch has them, or if Fetch will reimburse me the $60 I am missing in items. Its completely inappropriate to not respond via email or text, despite the app saying youll respond in 24 hours.

  Business Response

  Date: 12/17/2024

  We apologize for any miscommunication. Our team emailed the resident on 12/11 that upon receipt of requested documentation, the claim process can take 5-7 business days. Additionally, please accept our apologies for the misconduct on our behalf. We are reimbursing the resident in the amount of $16.00 due to a lack of proof of delivery on our end. We hope this makes things right and appreciate the patience while our team thoroughly researched the situation.
  
  

  Customer Answer

  Date: 12/17/2024

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