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

  7658 Philips Hwy, Suite 100 Jacksonville, FL 32256

• 

  Fetch

  6101 Jet Port Industrial Blvd Tampa, FL 33634

• 

  Fetch Package

  Raleigh, NC 27612

• 

  Fetch Package

  3360 Business Cir North Charleston, SC 29418

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: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.

  this company is absolute garbage. They won't get your package to you in two weeks at best. And they don't respond to any customer inquiries and I have not received a refund for anything

  Business Response

  Date: 08/12/2022

  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. 

  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 overtime in ******* operations, and adding additional full-time delivery resources from other Fetch warehouses.  We have also partnered with a firm to provide supplementary customer support agents during periods of higher ticket volumes.  Our Regional Director of Operations, Regional Operations Manager, VP of Operations, and a number of other team members from across the country are onsite and will continue to work in the ******* facilities until we stabilize.  

  The individual has been contacted by an agent for further assistance but declined additional assistance. We sincerely apologize for any inconvenience experienced and are more than happy to further assist.
  

  
  

• Initial Complaint

  Date:07/27/2022

  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 **************** does not fulfill what they advertise. They say same day delivery, but packages are constantly lost and are delivered days later. When packages are delivered they sometimes arrive in a damaged state. Fetch has reported they lost my package and to request a replacement, at times I have done this, then the original package arrives and I either get charged twice for the item or have to return one of the products. **************** has admitted they do not have the staff to operate yet they are taking in packages and failing to provide their service as stated. This company seems to be a borderline scam based on performance.

  Business Response

  Date: 08/22/2022

  We experienced some delays in responding to the incoming volume of inquiries on 7/24/22.  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. 
  
  

• Initial Complaint

  Date:07/27/2022

  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.

  They have been holding my package and disabled me from scheduling delivery or pick up, and now they marked my package as delayed. No one answers the phone or e-mail or chat. I really need my package, this is the first time Ive used them, they got 2 packages for me and the first one was few days earlier than this one where I had to chase them down. Their warehouse I closed in business hours and no one answers the door. No one answers the phone. Please stop allowing them to steal our money, they need to shut down. I dont pay for priority shipping and their fee to chase them down to get my package. They stole my package, which cost me money! Please help! I have screenshots, videos of how their office is closed in business hours, a video of their employee saying he didnt have my package few minutes after they sent me a text saying they attempted delivery but I wasnt home. Theyre unprofessional, unethical, liars, and thieves! They have ruined and abused the small business industry! Please stop claiming that youre under staffed, it just means youre also a horrible employer!

  Business Response

  Date: 08/09/2022

  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 7/27.

  Providing excellent customer service is our goal, and we apologize for any shortcomings. We are happy to assist you if you need any further assistance.

• Initial Complaint

  Date:07/26/2022

  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.

  On July 1, 2022 I got a notification from Fetch saying that packages have arrived and to schedule a delivery. I tried scheduling for July 6, July 11, July 18, and July 25th. I opened a ticket with request number ******* and they said they would ensure it would be delivered. There is still a package that has not been delivered and it prompts me to reschedule after the delivery window has passed. On July 11th I asked the delivery person about that specific package and he said it was not scheduled. The missing package has ***** tracking number **********************************. I have now scheduled delivery for Thursday, July 28th but I am worried the package will be missed for the fifth time.

  Business Response

  Date: 08/10/2022

  We are very sorry for the delays related to getting this oversized package delivered.  Our records indicate that it was received on 7/3/22 at our facility, where we have been experiencing severe delays in logging and delivering packages.  This package was picked up on 7/31/22.  Oversized packages require at least two ***************** to handle the package. The overwhelming volumes and shortage of resources caused the delay.  A letter was recently sent to the residents in this area explaining the delays and actions being taken to bring this facility back into our service level goals.  A portion of that letter is pasted below: 

  Over the past few weeks, our team has taken actions to correct and sustain our performance and to regain your 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 have also partnered with a firm to provide supplementary customer support agents during periods of higher ticket volumes.  Our Regional Director of Operations, Regional Operations Manager, VP of Operations, and a number of other team members from across the country are onsite and will continue to work in the ******* facilities until we stabilize.  We are currently back to our normal service levels but may have a slight delay in oversized deliveries. If you have a pending ticket or investigation we appreciate your patience as we work to reach a resolution.
  
  We sincerely apologize for the inconvenience and frustration to our residents and hope we will have the opportunity to regain your trust in the future. 

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

• Initial Complaint

  Date:07/26/2022

  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.

  Hi there, we have Fetch through our apt management company. We really dont have a lot of choice about it. I signed up several months ago, and the process is they send you notification when they receive a package and you click on the link to schedule delivery. The links they send me have not worked one single time since I joined. I always get the message no packages found. So I am then forced to send a message to their customer service. I have written so many times to ask them to fix my account and its still not fixed. They gave me 7 days to create a password for the fixed account a while back, but I was away and tried to do it on the 7th day and they had already shut it down. I have written numerous times since then and I havent received a single reply about it. Also they dont reply to your messages about scheduling a delivery either. Theyve had packages for me since last Thursday or Friday, Ive written about 10 or 12 times, and again Ive not received a single reply. Except today I did get a message telling me I had to wait until I got notification before they could schedule delivery! Every time I wrote those ***** times I told them I had received notifications! And now they say I have to wait til I get them! Its just a joke of a company. My apt complex pays for that service I presume and its no service at all. Since the day I joined months ago its been nothing but stress and anxiety, which affects my already poor health, and its a nightmare to get your packages from them. I need your help to get my packages back please, I want them to fix their appalling customer service, I want them to fix my account since I have no choice but to use them as long as Im living here, and I want an official apology. Some kind of compensation would be a bonus for all the emotional distress they have caused me. Ive literally been banging my head against a brick wall with them for months. I cant get them to respond and they hang on to my packages for ages. Thank you

• Initial Complaint

  Date:07/26/2022

  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 claims to make "package delivery easier & efficient" for resident in apartment building, however, they are making fake promise and what they do is quite the opposite. They hold a package of me, which was logged in their system on 7/19, it's been over 7 days, and they never make the delivery, without any explanation/notification from them, nor can I reschedule delivery time. In the past 7 days, I tried called them over 50 times but no one answers, I tried to email/text them, but all I can receive is automatic response. What a horrible experience and i can't even get a response from them to solve this not to mention get refund for the worth of the package as I deserve.

  Business Response

  Date: 08/10/2022

  We apologize for the negative experience this individual has had with our service. It is our goal to provide excellent service. When we fall short, we want to ensure we thoroughly investigate every issue and come up with the most appropriate resolution for our residents.

  We received an initial reach out of a delayed package on 7/21. We escalated this issue to our management team for further review. Receipts were collected and submitted to our Investigation and Claims team to process this reimbursement. 

  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 8/2 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:07/26/2022

  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 resident at this apartment complex, and have to pay $10 a month mandatory for Fetch package delivery company. I bought a mattress from Ashley ********* store on July 10th and had them delivered to Fetch packages. The store delivered the mattress to Fetch on July 11th. So far Fetch has not delivered the mattress to me at my apartment. Every time I call, Im getting a run around by the company representatives or Im on hold for a long time with no answers. On Monday July 18th I received a message that fetch had found the mattress and would deliver it on Wednesday July 20th. They have canceled on me three times already with no explanations.I am at my wits end trying to get answers from Fetch. If they have lost the mattress they need to reimburse me . I am having back issues and am not able to sleep well since Im sleeping on the ground.If you can look into this matter and assist me in anyway, I will appreciate it.The address for Fetch that Im supposed to use for delivery of my packages is ****************************************************************** ************.Thank you *******************************

  Business Response

  Date: 08/10/2022

  Please accept our deepest apologies 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 provide seamless, exceptional delivery services. 

  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 7/18. To escalate this issue, our customer service team started a ********************** investigation with the facility. Due to increased volume, our 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 necessary information was requested, however, we never received it. Please see the email sent below 

  Thanks for your patience while we investigated this further. It looks like our facility was unable to relocate the package on our end. 

  When you have a moment, 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.

  Once these are sent over, we will submit this to our Investigations & Claims team for further review. Please note that receipts are received as part of the claims process for insurance purposes and do not necessarily ensure that reimbursement will occur.

  The link below provides instructions on finding this information. https://fetchpackage.zendesk.com/hc/en-us/articles/4410633184283-What-is-required-to-submit-a-claim- 

  We look forward to hearing back from you.

  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:07/26/2022

  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 a packages scheduled to be delivered for three days and its keeps getting cancelled. I have made arrangements to be home to receive it three times. This is unacceptable.

  Business Response

  Date: 08/10/2022

  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:07/26/2022

  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 package was delivered to a Fetch facility in ******** ** on Wednesday July 20th and I havent received a notification for delivery to my apartment from Fetch. The tracking number is 1Z7F00451301352412 and the Carrier is **** The product is a computer monitor from ***** I have reached out to Fetch but havent received a response and would like my product to be found and delivered.

  Business Response

  Date: 08/10/2022

  Please accept our apologies 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 7/20. 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 7/25.

  Providing excellent customer service is our goal, and we apologize for any shortcomings. We are happy to assist you if you need any further assistance.
  

  
  

• Initial Complaint

  Date:07/26/2022

  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 uses this delivery service as a convenience, but for warned, this is anything but! My package was delivered to their facility on 7/18 at 9:46am, but they never registered it in the system until 7/19 at 2pm! I thought my package had been stolen, and forget about trying to get in touch with customer service easily or having somebody follow up with you with your problems. Once they officially received it in their system, it took them an extra 2 days and canceled 2 of the 3 original time slots which meant I didnt receive my package until 3 days later and at the latest delivery time! Save your money! This is ridiculous!! Nobody tried to get my package to me asap, and they didnt treat this situation with any urgency. They have no right to pride themselves of anything other than being a complete sham!!

  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 7/21. Over the past few weeks, our team has taken actions to correct and sustain our performance.  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. Operations leadership and a number of other team members from across the country have been on-site and will continue to work in the facilities until we return to our service-level goals. The delayed package was confirmed delivered on 7/28.
  

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

  
  

  Customer Answer

  Date: 08/15/2022

  Complaint: 17607397
  
  I am rejecting this response because:
  

  You say you strive for excellent customer service. I worked at Nordstrom, so I know what excellent customer service is, and this is not it. The fact that your customer service representatives took at least two weeks to reply to my initial complaint is ridiculous. I had already received my package and filed my complaint, and they still wouldnt help me. Hopefully, this will not happen again. Because they have implemented so called strategies ever since I had my package delivered. Im tired of you guys not owning up to your mistakes. You said you implemented new strategies to resolve other issues in the future, but wont resolve the kind of issue I had? Thats ridiculous! Only time will tell if you guys actually did or not, or if youre just full of hot air.

   

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