Business Profile

Delivery Service

Fetch

Headquarters

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Complaints

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

Customer Complaints Summary

545 total complaints in the last 3 years.
113 complaints closed in the last 12 months.

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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:08/15/2022
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 have several packages from Article and Castlery that have been stuck at the Fetch Warehouse here in ******* over the past week. Two packages have been repeatably cancelled for delivery since Aug 1st and support just tells me it will be delivered the next day (which it never is). I want my packages that are in their warehouse to be delivered to my apartment as I am paying $20 a month for this service, which hasn't done its job of delivering my packages.
Business Response
Date: 08/19/2022
We apologize for any negative experience you may have had. Our team makes every effort to locate lost packages as soon as possible. Whenever they are lost, we escalate the matter to our claims department. Several changes have been made to our procedures to address the concerns of residents 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 8/5. 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 8/13.
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 8/19 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: 08/22/2022
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. Still annoying they lost it but luckily this item can be ordered again

Regards,

***************************
Initial Complaint
Date:08/10/2022
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.
On 14/Jul/2022 I made a purchase from us.honeybirdette.com for $200.26 USD. My order number is #US236881. From there I monitored the tracking information **** tracking number: 1Z813E8Y0323391330) and it said on the proof of delivery that it was received by Fetch at their new address (**** ************* STE 106 ******, ** *****) on 20/Jul/2022. I waited until 22/Jul/2022 to reach out to Fetch for help on finding my package. I got a response the next day asking for the tracking number so I was hopeful. I sent them the tracking information then did not receive any response for 3 business days. When I finally did get a response all they said was "we can definitely look into this". After this, I kept getting the same copy/paste message from 5 different employees. On 05/Aug/2022 I finally got a response from the first person who messaged me. They just asked me for my order # and receipt and tracking number. Then I got an email the same day asking me for the same information from yet another employee. I did send them my information and all they said was I need to file a claim with the vendor or delivery service because Fetch never received my package. If Fetch never received my package, why did the tracking information say it was delivered to Fetch? It doesn't make sense that if it wasn't delivered to Fetch, that *** would put Fetch as the recipient because "Fetch" was not on my shipping information anywhere. I would like help to either find my package or get the value of my package reimbursed at the least.
Business Response
Date: 08/19/2022
Please accept our sincerest apologies for any stress that we have caused this individual, and for any unpleasant experiences with our service. We hold ourselves to a high standard, and always want to ensure that our residents are getting seamless and exceptional delivery service as soon as their packages are in our hands.
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 7/22. 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.
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 8/8.
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 8/11 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.
Initial Complaint
Date:08/10/2022
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 apartment complex unfortunately requires us to use Fetch Package. I have had multiple issues with on time packages delivery. The company says that they offer same day delivery, but they have fallen short of that promise several times and dont seem to be working to fix their issues with regard to package delivery and customer service. On 8/6/22 had a *** ********************** delivered to me to the Fetch warehouse at 12 noon. The Fetch website is supposed to allow same day delivery, but my first slot got pushed to the next day. On 8/7 around 12:15, I was notified that my time slot was no longer available and to choose a new time. I went to the app to select a new time, but I wasnt able to, as the actual notification was set as delayed. I have sent multiple messages both on email, the app and ******* and have received no response. I went to the warehouse and was essentially told that the package was misplaced in the warehouse and would have to be searched for. When I asked when I could expect an answer as to where my package was, I was given no answer. I also was not provided a phone number to call to get information. This is unacceptable, as this is an expensive package.
Business Response
Date: 08/19/2022
Our apologies for this individual's negative experience with our service. Providing excellent service is our top priority. When we fail, we aim to thoroughly investigate every issue and find the best possible solution for our residents.
Upon investigating this case, were not able to locate any correspondence from the individual. It is our philosophy to correct issues as they arise and ensure packages are treated with the utmost care and respect. Because we werent alerted of the missing packages, we were not able to begin our investigation process. There are a few different ways to locate a package on our end without a tracking number. 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 us aware of these packages, we would have been able to assist in locating them.
Please know that your concerns are taken seriously, and we will do our best to satisfy your needs. Our goal is to provide the best possible customer service and we apologize for falling short of this goal. We can look into any issues once we received the required documentation.
Initial Complaint
Date:08/10/2022
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 Apartment building uses Fetch as a package delivery service. They have had a TV and Sofa for over 2 weeks that have yet to be delivered. I have filed 15 claims with the promise that a representative will get back to me and nothing. Also delivery times show ** in the app and never get delivered with but ask you to wait at home which has wasted many days and evenings stuck at home.
Business Response
Date: 08/19/2022
Our apologies for this individual's negative experience with our service. As a company, we strive to provide excellent service. When we fail to resolve an issue, we thoroughly investigate it and come up with the best possible 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 8/6. 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.
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 8/10.
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. Our facility was able to locate this package and set it for delivery. The delayed package was received by the resident on 8/13.
Please accept our apologies for any shortcomings in customer service. If you need further assistance, please do not hesitate to contact us.
Initial Complaint
Date:08/10/2022
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.
My package was delivered to Fetch on 08/03/2022 at 12:43pm , ***** signed for it . I've gone to Fetch several times only to be told they don't know what happen to it, it's $1510.09 dollars worth of merchandise here is the receipt of my package and who signed for it, I expect this Company to be held accountable for my package they have to right me a check for $1,510.09. I was just reading some reviews on this Company there not good it said staff steals packages I'm sure its in someone place please make sure you find it or refund me my money ask ***** where is my package, I'm also going to file a complaint with the consumers **** of this Company plus I might just hired a lawyer to go after and get my $1510.09, I expect this money back or package. I'm actually helping my grandson pay for this merchandise. We are forced to use this Company by our *************************** I will no longer be using this Company at all, going to file a complaint on our ****************** for enforcing us to use this Company. Please have someone call me ************ were getting our money I'm also going to file a complaint with the *********** on ***** the person that signed off on this.
Business Response
Date: 08/19/2022
Our apologies for this individual's negative experience with our service. Providing excellent service is our top priority. We aim to thoroughly investigate every issue and find the best possible solution for our residents.
Upon investigating this case, were not able to locate any correspondence from the individual. It is our philosophy to correct issues as they arise and ensure packages are treated with the utmost care and respect. Because we werent alerted of the missing packages, we were not able to begin our investigation process. There are a few different ways to locate a package on our end without a tracking number. 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 us aware of these packages, we would have been able to assist in locating them.
Please know that your concerns are taken seriously, and we will do our best to satisfy your needs. Our goal is to provide the best possible customer service and we apologize for falling short of this goal. We can look into any issues once we received the required documentation.

Customer Answer
Date: 09/14/2022
Better Business Bureau:

They finally found the package.

Thank you for your help,
*************************/ *********************;
Sent from my iPhone
Initial Complaint
Date:08/09/2022
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 have been living in an apartment that requires us to use fetch as a package delivery for any package I may receive. On numerous occasions over the past few months fetch looses my package, says they cannot deliver my packages at requested times and day after day continues to never respond to me reaching out. I have been waiting on a single package now for 2 weeks. I have written to them asking what is going on and if they have it because they scanned it into their system. All I ever get is an auto generated email saying they will reach out to me shortly and then I just never hear anything. This company has given me nothing but headaches. I think the worst part is that on their website they have an FAQ where one of them is if this would delay deliveries. Its almost comical that their response is no, you will actually receive them quicker. I just dont even know how this company is a thing, but I will never move to another apartment that uses Fetch. They are the worst company I have ever dealt with.
Business Response
Date: 08/19/2022
We want to start by saying we are very sorry for any negative experiences this individual has had with us. It is our highest priority to provide excellent service. When we fall short, we want to make sure we are thoroughly investigating every issue to come to the most appropriate resolution possible for our customers.
Upon review of this case, all recently opened cases have been closed/solved, and Fetch is unaware of any additional package issues. We apologize for any inconvenience or confusion caused by this situation. Please accept our sincere apologies once again for any inconvenience this may have caused.
Initial Complaint
Date:08/09/2022
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.
Over the last month, packages have frequently been late or not delivered at all from Fetch. After one package wasn't delivered to my apartment per the scheduled delivery time (July 26th between 6-8pm), and another package wasn't scanned in the system after 24+hrs of being delivered at the Fetch facility (delivered to Fetch facility on July 25th 8:59am), I contacted our leasing office July 26th to escalate. I attempted to contact Fetch customer service prior to escalating; however, customer service is a strong word for only having a bot contact which tells you someone will reach out immediately and they never do. The first package eventually was delivered a day later on July 27th; however, the second package wasn't scanned in the system for apartment delivery for 10 days. I didn't receive a response from Fetch until August 2nd. They assured me that they've investigated, and my package would be delivered August 2nd 6-8pm, yet the package never came. I reached back out with zero response and the package is still statused in the Fetch app as "Out for Delivery" two days ago. Fetch is an awful service and this is the second time in two months they've stolen my package and we've had to involve BBB to support (the last time was in April/May).
Business Response
Date: 08/15/2022
The performance in our ******* Market has fallen severely short of what we strive to provide to our customers. Over the past few weeks, our team has taken actions to correct and sustain our performance and to regain our residents confidence in Fetch.

We have executed a wide-ranging plan to ensure we have the right people, processes, and communication in place to handle the current workload and future volume swings we know are ahead with the fast-approaching holidays. We have implemented several measures to handle this surge in volume, including hiring new leadership in *******, adding on-site customer support team members in both facilities, adding temporary seasonal workers, approving all possible overtime in ******* operations, and adding additional full-time delivery resources from other Fetch warehouses.

We sincerely apologize for any stress, aggravation, and inconvenience our residents may have experienced. Fetch exists to solve package delivery problems and to give residents a delivery experience worthy of their excitement. Nothing is more important than our team executing on the promise to deliver a reliable service, and we hope we will be given the opportunity to regain the trust of our residents.
Initial Complaint
Date:08/04/2022
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 is consistently unable to do the one thing their business exists to do, which is deliver packages. Over the last 18 months I have had countless issues with packages not arriving during scheduled windows or never arriving at all. The most frustrating thing is that Fetch has now made it 100% impossible to get in contact with an actual human, the only means of contacting the company is via email or virtual assistant, which give automated responses and do nothing to solve customer's issues.
Business Response
Date: 08/15/2022
We are sincerely sorry for the service experienced by our residents. We know there have been shipment delays and over the past few weeks, our team has taken actions to correct and sustain our performance and regain the trust of our residents.
On 8/14 receipts were requested to begin the reimbursement process. We apologize for any inconvenience or confusion caused by this situation. To proceed with a reimbursement, we would need to know the following:
-the tracking number from the vendor's site that correlates with the receipt.
-the cost for your package including shipping and taxes.
-total items count/valuation of missing items
When these are received, we can proceed with the refund process. The previous information provided is currently missing the above. As soon as we receive this, we can escalate this investigation to our Insurance and ***************** for a speedy resolution.
Once again, we sincerely apologize for any inconvenience caused and look forward to solving this issue with you.
Initial Complaint
Date:08/04/2022
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.
Two expensive packages are missing and I have proof that they were delivered to the ******/ *********************.No one knows anything and they do not even doing anything.
Business Response
Date: 08/15/2022
We apologize sincerely for any stress we may have caused or for any negative experiences this individual may have had with our service. Whenever a package is in our hands, we strive to ensure that our customers receive seamless, exceptional delivery services.
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 8/6. 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 8/9.
Our goal is to provide excellent customer service, and we apologize for any shortcomings. If you need further assistance, please do not hesitate to contact us.

Customer Answer
Date: 08/15/2022
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,

Hannah Lorasbi
Initial Complaint
Date:08/04/2022
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.
This service employees steals packages from customers, I got a Amazon delivery on august 1st and it went through fetch. Its a 700$ graphic card that I ordered and now Im stuck with no card and Amazon wont help cause they delivered it to fetch on ************************************************************* Start looking into betting your employees thah steal peoples packages. I just want my package, Im going to file a theft with the police as well against this company and will pursue lawful action towards them if I dont get a refund or my package.
Business Response
Date: 08/19/2022
Fetch package contracts with multifamily buildings in order to assist with the management of its residents packages. Instead of packages being left with the office in bulk, the packages are delivered by Fetch directly to the Residents door.
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 8/3 we were alerted of a missing package. Our agents requested the necessary tracking information to conduct a package investigation to locate this package and attempt delivery. On 8/5, 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 sincerely apologize for any inconvenience caused and are happy to assist with any future issues.

Customer Answer
Date: 08/19/2022
Complaint: 17670963

I am rejecting this response because: I contacted Amazon and they said it was delivered to fetch on august 1st at 10:22. They are refusing to give me a refund and you guys are saying you didnt receive it. What was the investigation about? I went to that fetch ******* warehouse and it looked like a mess. I can see how my packages was lost. I need my money back somehow, and according to Amazon it was delivered to you guys. You tell me to talk to them and they tell me to talk to you? I dont see how Amazon keeps denying me.

Regards,

*****************************
Business Response
Date: 08/29/2022
We sincerely apologize for any miscommunication. On the day Amazon confirmed this package was delivered, we had a pallet of packages reported missing. Amazon has been alerted to this issue. We recommend reaching out to Amazon and the vendor of the missing items for further assistance with this matter. If there are any additional concerns needing to be answered, we are happy to assist!
Customer Answer
Date: 09/01/2022
Complaint: 17670963

I am rejecting this response because: Amazon wont take blame for this. You guys arent taking blame either. Look up your ****** reviews, many missing packages this seems to
happen often.

Regards,

*****************************
Business Response
Date: 12/27/2022
We wanted to follow up on this residents issue however, we are unable to locate their account in the system with the email provided.

Please provide us with the fetch account email for us to dive deeper into this issue.

Customer Answer
Date: 12/27/2022
************************
is the email

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