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

  Raleigh, NC 27612

• 

  Fetch Package

  3360 Business Cir North Charleston, SC 29418

• 

  Fetch Package

  Shawnee, KS 66203

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  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:07/22/2022

  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.

  July 18th before 3pm, I received notice by email/text from Fetch that my perishable Home Chef box was going to be delivered that afternoon from 4-6pm - this is my normal scheduled window time July 18th at 430pm, I received another notice by email/text that my delivery was cancelled with no further details available about a rescheduled delivery day/time July 18th at 430pm, I emailed customer service to request a rescheduled time due to the perishable nature of my package - did not receive a response - I also tried to to the chat feature and it didn't work July 19th at 4:16pm I sent another email as I had not heard back, it had been 24 hours and my food is going to be at risk and unedible very soon July 20th I received a response to my first email from the 18th (2 days prior) that because of Amazon Prime day deliveries were delayed and that was just how it is. Perishable items should be the FIRST packages delivered - their business is delivering packages and if Amazon Prime days surprised them, they are in the wrong business!!!!!I am appalled that it is now Thursday, the 21st and I have no scheduled delivery and no response to my inquiries other than a canned email response template sent to each of my requests these last three days - the same message for all of them - my food is no longer going to be safe to eat and I paid $63.90 for this box of food.I want Fetch to compensate me for this lost product as this is terrible business practice to basically hold my package hostage and then not responding appropriately to my inquiries - basically ignoring my requests. The WORST customer service I have seen in a long time.

  Business Response

  Date: 08/08/2022

  The claims department notified the resident on 7/28/22 that we were paying their claim on delayed grocery order. We have been experiencing a number of issues in this market and have reached out to all residents with a letter of apology and a recap of some of the actions we are taking to get back within 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 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 do want to, once again, apologize for the negative experience with Fetch and hope we will have the opportunity to regain the trust of the residents in this market.  

  
  

• Initial Complaint

  Date:07/21/2022

  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.

  Living in my current apartment complex we are mandated to use Fetch (and be charged for it). They routinely lose my packages, delay delivery of packages, do not register a package as received even when vendors confirm delivery, and do not respond to support issues. They should be forced to fold as a business.

  Business Response

  Date: 08/08/2022

  Please accept our sincere apologies for the inconvenience caused to our ******* residents. We are aware that shipping has been delayed. During the past few weeks, our team has taken actions 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. 
  
  

• Initial Complaint

  Date:07/21/2022

  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 was expecting several packages from Fetch last night within the specified delivery window: ****pm. The packages never showed, and their system still shows as out for delivery. I contacted customer service via phone and waited 30 min with zero response. This occurrence has happened several times where Fetch tells me to expect a delivery between a certain time frame and I wait at home with no delivery, or extremely late delivery. Not to mention, the lack of professionalism by their delivery drivers. On numerous occasions Ive had drivers bring their kids, partners, etc. to my door whilst delivering packages. Its unsafe and makes me uncomfortable. This service is terrible and needs to be shut down immediately.

• Initial Complaint

  Date:07/21/2022

  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 3rd party package recipient my apartment building residents are forced to use to receive their packages. since fetch has taken on our package delivery i have had several packages come up missing. they claim to have never received them although ********** and ***** tracking show they were delivered to their ******* location and signed for. their phone number for customer support goes permanently unanswered. they recently sent an email with a pic of my missing package, they originally claimed to have never received at a completely wrong address . the lead specialist suggested i go to that building and see if the resident they delivered it to has it. when i asked them to retrieve it i was told to call their delivery department which may be able to help. completely unprofessional , negligent and criminal to tamper with and misappropriate my property.

  Business Response

  Date: 08/08/2022

  
  We want to begin by saying we are very sorry for any negative experiences this individual has had with us. The quality of our service is of utmost importance to us. If we fail to meet your expectations, we want to make sure that we fully investigate the issue to reach the best possible solution for you.

  We received an initial response from the individual on 7/16 stating that a package currently in transit was misdelivered to another resident. It was discovered that this package had been delivered to the correct unit, in a different building, to the incorrect resident.

  The Live Delivery team began retrieval of the misdelivered package to resolve this issue. The package was retrieved and redelivered on 7/27. After confirming that the package was delivered, this ticket was then closed. Our goal is to provide the best customer service, and we apologize for any shortcomings. If we can be of any additional assistance, please do not hesitate to contact us. 

  
  

• Initial Complaint

  Date:07/21/2022

  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.

  There was an amazon package [Tracking number: TBA169466703404] that was delivered to FETCH on 14th July 2022 as per records. FECTH has not delivered it to me. And I have repeatedly emailed the company and they are not responding regarding this package. On the app, for the last few days it shows status as "OUT FOR DELIVERY" [picture attached] but I have not received it.

  Business Response

  Date: 08/08/2022

  Our records indicate the package mentioned in the complaint has been delivered.  The history of the package is as follows:  

  On 7/15/22 The package was logged into our systems.  The package was scheduled for delivery and batched out but could not be located.  The status of the package was located and reset on 7/22/22 and delivered on 7/23/22.  

  We sincerely apologize for the stress, aggravation, and inconvenience experienced.  Nothing is more important than our team executing on the promise to deliver a reliable service. 
  

  
  

• Initial Complaint

  Date:07/21/2022

  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 has yet to deliver my packages. I scheduled a delivery on JUL 18,2022. The packages never arrived at the promised date/time. I have tried to call, text, email multiple times to no avail. I am not able to make any changes on their App because its showing my packages are Out for Delivery.

  Business Response

  Date: 08/07/2022

  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 7/19. 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 7/20.

  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:07/21/2022

  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 ordered a limited edition collectors item that was marked delivered by the **** to the Fetch facility in ******** ********** on 7/16 at 10:14am. As of the time of this complaint, 7/20, the package has been neither checked into my account nor delivered to me, despite multiple attempts to contact the company and locate my package, including in person. I would like my package delivered.

  Business Response

  Date: 08/07/2022

  Our sincere apologies are extended to this individual for any stress or negative experiences we may have caused. We strive to provide seamless, exceptional delivery services every time a package is in our hands. 

  In order to prevent problems from arising, our procedures have been updated 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 7/18. 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 7/21

  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

  Complaint: ********
  
  
  I am rejecting this response because:
  
  The package was eventually delivered to me, on the 21st, yes. Six days after it was delivered to them.
  
  My first communication with them about it being missing happened on the 16th through the customer service bot in their app, not the 18th. The 18th was when I drove in-person to their warehouse in an attempt to find my package.
  
  At the facility I was told that Prime Day had caused the delay, nothing about health and safety. There was no communication from the company - email, etc - to us - the customers - about there being a delay for any reason.
  
  Regards,
  
  
  *******************************