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

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  Fetch

  7658 Philips Hwy, Suite 100 Jacksonville, FL 32256

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  Fetch

  6101 Jet Port Industrial Blvd Tampa, FL 33634

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  Fetch

  6850 Broadway Unit F Denver, CO 80221

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  Fetch

  6345 6th Ave S Seattle, WA 98108

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:08/01/2022

  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.

  Fetch confirmed receipt of my package on Monday July 18th and I scheduled delivery of the package for Tuesday July 19th. It continues to show it is out for delivery as of today, Saturday July 30th. It has not yet arrived and I am unable to reschedule the package. I have reached out multiple times and have just received a response explaining they are experiencing high volume and will get back to me later. That was 4 days ago. I do not know where the package is or when I should expect delivery.

  Business Response

  Date: 08/08/2022

  We apologize for any stress or negative experiences we may have caused this individual. Our goal is to provide seamless, exceptional delivery services every time. 

  In order to prevent problems from arising, we have updated our procedures to address residents' concerns. Although this is not the case, in this scenario, we are working diligently to avoid delays and provide residents with answers.

  We received initial word of the delayed package on 7/23. Our customer service department initiated an investigation with the facility regarding the package. We experienced temporary problems on the ground as a result of health and safety restrictions on employee interactions within the facility. All package operations experienced extended wait times. The delayed package was delivered on 8/1.

  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: 08/08/2022

  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:08/01/2022

  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 am missing two packages ordered through Amazon in the last 3 weeks, which both are marked as delivered with the delivery address as the Fetch facility that receives my packages. Other packages have been delivered successfully in this window. I have not received those packages to my home, and Fetch support has been completely unhelpful in their response, sending an email which states that I will be notified when my packages are delivered. I have reached out through both the App and E-mail to no avail. I have attached a support E-mail thread containing tracking information for the lost packages. Thank you!

  Business Response

  Date: 08/18/2022

  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 the delayed package on 7/20. 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 delivered on 8/11.

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

  
  

• Initial Complaint

  Date:08/01/2022

  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 has been no assistance. I have received a package 2 days ago and they kept saying it got delayed. Reached out to fetch numerous times and have not received an email , text or call back yet. My package was delayed because they lost my package at their facility !!!! I went to the location and had to pay for Uber to get some type of communication and they couldnt even give me a time frame on when they could even locate my missing package and said to reach out to customer service. The same customer service that cant even respond to an email within the allotted amount of time or answer calls. Im done with fetch and will never use them again. I want my package or my reimbursement. But I doubt that will happen because the people there have not even returned my calls , emails or anything. If youre going to have a business , please run it properly.

  Business Response

  Date: 08/17/2022

  Our apologies for the negative experience this individual has had with our service. We strive to provide excellent service. Our goal is to thoroughly investigate every issue and come up with the best possible resolution for our residents when we fail.

  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 7/29. 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 8/10.

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

  
  

• Initial Complaint

  Date:08/01/2022

  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 a delivery service that is required for my apartment that receives packages instead of the apartment address and delivers them to my door.On 12:27pm, Tuesday July 26, I received confirmation from the sender that my package had arrived at the Fetch facility. Fetch confirmed they received a package from the sender on Wednesday July 27 and that it was in transit, to be delivered to my door by 2pm of that day.Since then, I have had no responses from Fetch after trying multiple times to communicate with them on all of their available support channels. At this point I have no other options to reclaim the $450 (with tax and shipping) that I spent on my package.I am requesting that either my package is found and delivered, or I am reimbursed the full amount as stated in the attached invoice.Other related screenshots are also attached.For Fetchs use, my user code is **********

  Business Response

  Date: 08/12/2022

  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 7/28. 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 package was delivered on 8/9.

  It is our goal to provide excellent customer service, and we apologize for any shortcomings. Please do not hesitate to contact us if you need further assistance.

  
  

• Initial Complaint

  Date:08/01/2022

  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 required at my apartment complex. They consistently fail to deliver goods. I have had to seek reimbursement more than once because they allowed perishable goods to sit out in the heat for extended periods and spoil. Currently have a package out for delivery since Tuesday (currently Thursday evening) the in app self service is terrible, I have called and called and been on hold for hours and never able to speak to a person and my emails have gone unanswered.

  Business Response

  Date: 08/08/2022

  Our apologies for the negative experience this individual has had with our service. We strive to provide excellent service. Our goal is to thoroughly investigate every issue and develop the best possible resolution for our residents when we fail.

  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:08/01/2022

  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 out of *********, ** -Amazon purchase, ordered 7/18/22 -$78.28 for package, my apartment complex charges me $13/month to utilize Fetch -Fetch Package assumes the role of our primary shipping address, accepts packages, generates a window for when the packages can be delivered by their driver, then delivers the package -In my experience, Fetch has been an obstacle to delivering my packages. Only using the service for 3 months so far, it has been nothing but a hassle. One glaring example is ************ services. I had an Amazon order from 7/18, deliver to Fetch 7/20, and the Fetch app scheduled this for delivery 7/21 from ****pm. It's 7/28 and they still show "out for delivery" on the Fetch app. I put requests in for them to follow up on this on 7/24 and 7/26 and still have no update. There is no contact number for the facility. I have shown up during "business hours" which aren't listed online, and no one was there and doors were locked. I'm disputing the legitimacy of the business. They are trying to solve a problem that is not real. I would like my packages delivered or a refund from Fetch for these packages.-Tracking numbers: TBA178923624804, TBA17852487504

  Business Response

  Date: 08/08/2022

  Our sincere apologies go out to ********* residents for the inconvenience. Shipments have been delayed, and we apologize for this. In the last few weeks, we have taken steps to correct and sustain our performance and regain residents' trust. 
  
  In anticipation of the fast-approaching holidays, we have implemented 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 have implemented several measures to handle this surge in volume, including hiring dedicated leadership in *********, adding on-site customer support staff in both facilities, adding temporary seasonal workers, approving all overtime in package operations, and adding additional full-time delivery resources from other Fetch warehouses. In times of high ticket volumes, we have also partnered with a firm that can provide supplementary customer support agents. In addition to our Regional Director of Operations, Regional Operations Manager, VP of Operations, and other team members from across the country, we have several other team members on site. The workers will remain in the ********* facilities until we reach a stable situation. Our sincere apologies for the stress, aggravation, and inconvenience our residents have experienced. 
  
  As of 7/29, all packages have been marked as delivered.
  
  

• Initial Complaint

  Date:08/01/2022

  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.

  Fetchs company motto is to severely over promise and even more severely underdeliver on those promises. Ive tried to get in contact with Fetch for 5 consecutive days and have not once gotten past the same steps of 1. Checking with the facility then being hung up on & 2. **************** insisting on knowing what is inside my package to be able to find it. Ive given descriptions of my package and tracking number more than a dozen times since Sunday. Ive sat on hold for over an hour each day with no results. My fianc went to the Fetch facility and they said they would do an audit and get back to us, we have not heard back and its been 3 days. Ive had to report delivery personnel for this company also, they have been caught accessing & using our resident amenities. Its a nosebleed to try to get in contact with this company. Its completely unfair that we are forced to use this service through our building, pay an extra fee, and then have to spend an entire week tracking down a single package that Fetch refuses to communicate with me on its whereabouts. As Im typing this, Im sitting on hold once again, since Ive been promised contact SEVERAL TIMES without any form of progress or resolution. This company is a JOKE. What gives????????

  Business Response

  Date: 08/08/2022

  Our sincere apologies are extended to residents for the inconvenience recently experienced. In the last few weeks, we have taken steps to correct and sustain our performance and regain residents' trust. 
  

  In anticipation of the fast-approaching holidays, we have implemented 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 have implemented several measures to handle this surge in volume, including hiring dedicated leadership, adding on-site customer support staff in facilities, adding temporary seasonal workers, approving all overtime in package operations, and adding additional full-time delivery resources from other Fetch warehouses. In times of high ticket volumes, we have also partnered with a firm that can provide supplementary customer support agents. In addition to our Regional Director of Operations, Regional Operations Manager, VP of Operations, and other team members from across the country, we have several other team members on site. The workers will remain in the facilities until we reach a stable situation. Our sincere apologies for the stress, aggravation, and inconvenience our residents have experienced. 
  
  On 7/28 receipts were requested to begin the reimbursement process. Due to this not being received within 72 hours, our system automatically closed out the ticket. 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:07/28/2022

  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 charges us 20 bucks per month. However, the packages are always delayed or missing. They never picked up the phone.

  Business Response

  Date: 08/12/2022

  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.
  

  The necessary information was requested, however, we never received it. Please see the email sent below 
  

  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 that 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 is verified, we will submit this to our Investigations & Claims team for further review. If the value is under $25, we can skip claims and process this for you immediately.
  
  After 72 hours of inactivity, a ticket is closed automatically by our system. We are more than happy to assist with this claim and would need the requested information above. We take pride in delivering the best possible customer service, and we apologize when we fall short. We take your concerns very seriously, and we look forward to continuing to provide you with the highest level of quality.

• Initial Complaint

  Date:07/28/2022

  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.

  Good Afternoon, I have reached out several times to Fetch to inquire why my packages are scheduled for delivery and then you end up canceling during my delivery window and forcing me to pick another delivery date and time for the next day. This has happen on several occasions. I have a medical condition and some of these packages contain my medicine that I urgently need. I have asked several times for a manager or someone of the leadership team to reach out to me to resolve this issue and I get no response. Why does this keep happening? Why does anyone not communicate with me to resolve this issue? This is very frustrating. My most recent package arrived at your facility this morning (7/27/2022) which contains vitamins and medicine that J need. It arrived before 9am and has not been entered into the system. I have reached out several times to try to get assistance and all I get is a general response. If I have to travel to the emergency room or doctor tomorrow? Who is at fault and will cover this bill? This is poor customer service at its best.PLEASE CONTACT ME TO RESOLVE THIS ISSUE AND FIND MY PACKAGE! Juquon ******** ************ ***********************

  Business Response

  Date: 08/15/2022

  We sincerely apologize for the delayed delivery.  We have reviewed the package history and found the package in question was received at our Fetch facility and logged into the Residents account on 07/27/22 at 20:15:17 CDT.  The delayed log-in did not allow for the package to be delivered on the same day.  The package was delivered the following day on 07/28/22 during the 12:00-14:00 delivery window.   

  We experienced some delays in responding to the incoming volume of inquiries on 7/27/22.  When we reached out about the package, it had already been logged and scheduled for delivery.  
  We are working diligently to deploy enhanced technology that we believe will offer much faster package logging and allow us to meet our service delivery goals even when we are experiencing heavy volumes. 

  Thank you for your patience and consideration.
  

  
  

• Initial Complaint

  Date:07/28/2022

  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 forced us to use Fetch, whichas you may knowrequires all deliveries to go through them rather than ***** or **** etc. *********** has generally been pretty horrible, and the apartment now charges $15 per month for what used to be free.However, I am complaining because for the past 10 days Fetch has held 4 of my packages. I have tried to have them delivered, and their app says they are en route day after day. I badly need these packages, and Fetchs customer support has been completely unresponsive for the past week. I tried to call their support line and was on hold for over an hour before I had to go back to work. I badly need these packages and have been given 0 communication from this company. In addition, I truly believe the idea itself of this company is crooked and completely un-needed. But my complaint itself is for the complete lack of care given to what are essential packages for me that, had my apartment stuck with normal ***** or **** would have been in my possession over 10 days ago.

  Business Response

  Date: 08/17/2022

  We experienced some delays in responding to the incoming volume of inquiries on 7/21/22. When we reached out about the package, it had already been logged as delivered. We are working diligently to deploy enhanced technology that we believe will offer much faster package logging and allow us to meet our service delivery goals even when we are experiencing heavy volumes.

  Thank you for your patience and consideration.