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

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  Fetch

  6101 Jet Port Industrial Blvd Tampa, FL 33634

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  Fetch Package

  9013 N 24th Ave Ste 1 Phoenix, AZ 85021

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  Fetch

  6850 Broadway Unit F Denver, CO 80221

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:12/10/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received notification yesterday that they received my package at 11:06 am. When I look at the app, it doesn't even show I have a pending package. The last package took so long I had to declare it missing. They haven't always been this bad. Usually I could count on my delivery by the end of business the day it was different to them. Now there's no telling how long they will take and that's not acceptable. They have one job and they aren't doing it.

  Business Response

  Date: 12/11/2024

  We are sorry to see the resident is experiencing a delay. It looks like the package in question may be the one ending in Tracking 0325. If this is the case, it was received and delivered on 12/2. If this was not received by the resident or there is another package in question, please let us know and supply the tracking number. Thank you!
  
  

• Initial Complaint

  Date:12/09/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to demand an immediate reimbursement for my lost package from AliExpress, tracking number 1ST06002906173. The package was confirmed as picked up by Fetch employees from the **** post office on November 23, 2024, but it has yet to be delivered to me. The total value of the package was $17.61.I have completed all steps required under Fetchs User Protection Policy, including:Promptly reporting the issue within the allowable timeframe.;Providing my Fetch account email, receipts, order number, and tracking information.;Submitting evidence confirming Fetch employees received the package.Despite my compliance, Fetch employees were rude and dismissive during my attempts to resolve this issue. They provided no resolution, denied reimbursement, and offered no evidence beyond their word to support their claim that the package was not received, even though tracking clearly shows otherwise.I also sought reimbursement through **** and AliExpress, but both claims were denied because tracking confirms the package was picked up by Fetch employees.Fetchs refusal to honor its User Protection Policy is unacceptable. The policy explicitly states that reimbursement is the remedy for service failures like this. Additionally, repeated reports from other customers highlight a systemic problem within Fetch, potentially involving negligence or internal theft.Two investigative news agencies have picked up this story and are looking into Fetch's practices. I will be handing over all communications and documentation to aid in their investigation.I demand the immediate reimbursement of $17.61 for this service failure. If Fetch does not resolve this matter within 5 business days, I will escalate further by filing complaints with regulatory authorities, pursuing legal remedies, and making the broader public aware of these ongoing issues.

  Business Response

  Date: 12/12/2024

  Initially, our team refused reimbursement as our facility had never received this package. Unfortunately, when we receive/pick up from carriers, they hand over packages in bulk to our teams. The team then bulk signs off on these, we do not receive a bill of lading from carriers to show what our facility should be receiving in that bulk. This package was never handed over which is why the facility did not have it but the resident sess Fetch signed for it. However, as a courtesy, we have issued a reimbursement to the resident as of 12/9/2024.
  
  

  Customer Answer

  Date: 12/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Their complications are not my problem. Fetch decides to sign for packages they claim they don't receive--that's their problem, not mine. It's their responsibility to develop a system that works to ensure they are not falsely signing for packages they don't receive, and for them to put the burden of that on me, it's unprofessional and frankly unacceptable. Fetch SIGNED for a package and then claimed they didn't receive it. Whose fault is that?? They need to fix what's broken because there's no reason why I have to track down items and fight with them about it to get my refund. I have been made aware from previous employees of Fetch that they will simply mis-log the item with mistakes as unable to deliver, so that after a certain period of time they get to take the items home. Seems to me like this is another one of those times. Employees make mistakes that benefit them so they get to keep items. 

  They told me they would no longer be responding, and the only reason they came back to give me my "one-time-exception" is because I told them an investigative reporter picked up the story. Then they immediately changed their mind about no longer responding. I will not be giving a heads-up next time.

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

• Initial Complaint

  Date:12/09/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  For the last 3+ years Ive been renting at buildings that force me to use the Fetch Package delivery service. This is a company that I have to send any package I order online to. Fetch receives my package, then delivers it to my apartment door. The issue is that multiple times over the last few years they have delayed deliveries or lost packages entirely. For example, recently I ordered an Amazon package that is shown as delivered on 12/4 and signed by ******, a worker at the Fetch facility, but as of 12/8 the package has not been delivered to me and Fetch informed me they are not sure where it is. What I find extremely suspicious is that they tend to delay or lose packages that are expensive from my personal experience. The costumer service is abysmal because you cant call anyone, you can only text or email, and they will take hours to respond or will not respond at all about the status of your package. I am concerned that they steal packages or lose them easily due to mismanagement. They keep their costumer service bad on purpose so costumers give up asking for refunds. They need to show accountability and refund workers when its clear they lost a package, but they rarely do. I really believe this company is unethical and troublesome. ****** delivered my package (tracking number below) to the facility and its nowhere to be found.

  Business Response

  Date: 12/16/2024

  We have reviewed the residents claim for package ending in tracking number 2289. While our teams have thoroughly investigated the residents issue, this package had been misdelivered via the carrier. When packages are delivered to our facility, they are delivered in bulk and signed for in bulk, not individually. In turn, there are times when a package is missed during the exchange from carrier to our team and it shows our sides signature but it was never given to the team. 
  Although this is the case, we decided as a one-time courtesy to offer the resident a reimbursement of $69.00 and appreciate their patience on this matter. Please do note this can take up to 7 business days to be reflected.
  
  

• Initial Complaint

  Date:12/04/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a package from ****** on December 2, 2024. I paid for same day shipping. My package was delivered to and signed by a Fetch representative at 1:30 PM according to ******. I contacted fetch the same evening as my package still had not been marked as received or out for delivery by Fetch. I have sent countless messages to Fetch and have not received any whereabout about my package. It has now been beyond 24 hours as they requested for the investigation and I cannot get a hold of any representative. I paid ***** plus 2.99 for same day shipping. I have still not received my package. I want to be reimbursed for the $2.99 as ****** made the delivery, but it was not delivered because of Fetch. Additionally, if my package is not recovered, I want the current listed price on ****** for the package because this was a Cyber Monday deal and the price has since increased. I should not have to pay more than what I paid because Fetch lost my package. So to reiterate, I want my $2.99 same day shipping fee, regardless if the package is found, and the new cost of the package if it is lost.

  Business Response

  Date: 12/09/2024

  We apologize for the inconvenience this has caused the resident and have issued a reimbursement for $30.00 as of 12/6 to the resident to make this right. Please let us know if we can be of further assistance! We appreciate their patience.
  
  

• Initial Complaint

  Date:12/02/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing this complaint because I am at my wit's end with this company. For some context, my apartment complex partners with Fetch for package delivery. I have been using their services for the past 10 months, and up until a week ago, I never experienced any issues. On 11/22, I had an Amazon package ($25 value) delivered to their facility; however, I never received a notification from the Fetch app saying they had received it. So, the following day (11/23), I reached out to their customer support and they told me they would look into the issue and get back to me 24 hours later. 2 days went by without any word from them, so I sent another email asking for an update, and they responded saying that they conducted an "investigation" and came to the conclusion that ****** never delivered the package and that I needed to reach out to ****** regarding it. I spoke to ******, and after a week of back and forth communication, I finally received a refund from ******, not Fetch. Fetch was utterly useless in resolving this missing package issue. Flash forward to 11/29, and guess what, ANOTHER package goes missing at their ***** facility. On 11/29, a package containing very important medication ($60 worth) was delivered by **** to their facility, but I have yet to receive confirmation from Fetch that they received it. The package was even signed off for by an employee at the location. This is the second time in the span of a week that a package I have had delivered to their facility has apparently vanished into thin air. Where are these packages going? Are employees stealing them? This is a warning for anyone looking into using their services... don't do it!

  Business Response

  Date: 12/05/2024

  We apologize to the resident for the delay, the carrier has been experiencing delays due to the season. We see package ending in tracking numbers 0149 was successfully delivered to the resident on 12/3. Please let us know if we can be of further assistance.
  
  

• Initial Complaint

  Date:12/02/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fetch received my package, valued at $650, on November 19, 2024, as confirmed by *** tracking (#1Z58333F0323469844) and signed for by their employee, *******. Despite this, Fetch claims they cannot locate the package and has refused to reimburse me. I have provided proof of delivery and have made multiple attempts to resolve the issue directly with Fetch, but they have failed to take responsibility or offer a satisfactory resolution. This mishandling of my package is unacceptable.Desired Resolution:I request immediate reimbursement for the full value of my package.

  Business Response

  Date: 12/05/2024

  Our team has confirmed that they have not received package with tracking number 1Z58333F0323469844. Our teams receive packages from carriers in bulk and the carriers require a bulk sign-off. We do not receive a bill of lading. Unfortunately, this can lead to a package being marked as delivered on the carriers end but ending up misdelivered to another location. We suggest the resident file a package claim directly with the Vendor for refund or replacement. We also provided a Fetch letter to provide the Vendor.
  
  

• Initial Complaint

  Date:11/25/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting this formal complaint against Fetch Package regarding a missing package and their failure to resolve the issue effectively.On November 19th, 2024, a package valued at $393.69 was delivered via ***** to Fetch, as confirmed by ***** records showing Fetchs signature. However, the package never reached me. Despite reaching out to Fetch **************** and waiting three days for a response, I was assured the matter would be addressed with *****. Unfortunately, no action was taken, and the issue remains unresolved.The original vendor cannot file a claim with ***** because Fetchs signature marks the package as delivered. This has left me unable to recover my losses. Fetchs process for managing such incidents is deeply flawed and lacks accountability.This is not an isolated incidentthis marks the third time I have experienced similar issues with Fetch. While ***** shares some responsibility, Fetchs decision to sign for packages transfers accountability to them. If they are signing for packages in bulk without proper checks, that is a systemic issue requiring immediate attention.Fetch has refused to reimburse me for their failure, leaving me with a financial loss. This reflects a pattern of negligence and lack of responsibility on their part.I am requesting the Better Business Bureau to review this complaint and assist in holding Fetch accountable for their poor service and inadequate resolution process.

  Business Response

  Date: 12/02/2024

  Unfortunately, our team has assisted the resident on this issue twice including investigating internally and throughout the facility. When carriers arrive, they have our team bulk sign for the entire delivery for that days which can be a large number of packages. Carriers do not provide our teams with a bill of lading, in which case can lead to the carrier missing handing over items. We conducted a thorough search using all the details the resident provided and a physical search of our facility including reviewing our camera footage and could not locate this package. As a result, we are unable to provide any additional assistance regarding this package. This was a misdelivery via the carrier and there is no further action we can take on our end.
  
  

  Customer Answer

  Date: 12/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:11/25/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had three packages delivered to the Fetch warehouse in *******, ** on November 23rd. The delivery was scheduled for later that afternoon. After Fetch failed to deliver the packages during the scheduled time, the delivery was marked as delayed. I reached out asking for an update and was put in contact with a support agent, ***. I have not received any information from *** on why my packages are delayed. Rather than providing me with timely updates or even answering questions about the location of my packages that were last in Fetch's possession, she has still not offered any reason for the delay. Now, *** wants to delay the process even more by asking me to go through "Investigations and Claims," which could take an additional 5-7 days. One package was a gift and another was a gift to me. I dont know when or if I will receive it. The lack of organization and communication from Fetch ******* is nothing short of tragic.

  Business Response

  Date: 11/25/2024

  Hello, we see our team is actively working on this residents case. Unfortunately, the results havent been determined yet therefore the team is unable to provide the resident with a detailed explanation at the moment. This will come directly from the Claims and Investigations team once they fulfill their investigation and are able to provide an explanation, the results of their findings, and next steps. Please allow up to 7 business days for them to complete their process. Thank you!
  
  

• Initial Complaint

  Date:11/25/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live at the *************** Apts in ************* who has contracted with Fetch and has them onsite with our apartment community to accept residents package deliveries to hold for the residents to pick up their packages at Fetch at ********************************. At the beginning of October Amazon delivered the m Black wig that I ordered to the above lical Fetch Address. But Fetch never notified me of the delivery and list my wig. After they investigated with the Amazon carrier they confirmed that Fetch owed me $30.00 for my wig that Fetch received and liost. Fir over 3 weeks Fetch **** have told me that my refund is in the mail without me receiving no mailed refund. I assume they either didn't mail.the check or it was stolen or lost. Please assist me to get Fetch to honor my request to mail my check with a **** tracking number to their Fetch Office a block from my home at ******************** so that I can pick up my refund check there.. In this way we will be able to track the check delivery rather than their giving the same over 3 weeks ago story that "my check is in the mail without me seeing and getting my check.". I am a senior that deserves better service and don't need this stress for my health. They already list my package in the first place.

  Business Response

  Date: 11/25/2024

  Our team has actively been trying to assist the resident. Unfortunately, there is no way to make this go faster. The resident was given the standard option of receiving their reimbursement which would get them their reimbursement much faster but chose a check and was notified that this can take a while. We've sent the check to the address the resident gave us and unfortunately there is no way for us to expedite this process nor cancel it at this time. We suggest they allow for more time as the mail service may be delayed.
  
  

  Customer Answer

  Date: 11/26/2024

  Complaint: 22594037
  
  I am rejecting this response because:  attachment
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:11/20/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 11/19, at 5:36 PM, I received a notification that our Amazon packages had been delivered. Less than 7 minutes later, no packages was found, despite Fetch showing a photo of the boxes outside our door.Building security advised to file a police report. I reached out to Fetch, but they are now avoiding my inquiries. I have previously reported Fetch for: - Deliveries to wrong apt or building;- Packages arriving late/damaged;- Bothering me via email asking to return other residents' packages that we never received I suspect retaliatory behavior by Fetch's employee. On 11/18, our package was delivered to the wrong apt, and I reported it. 24 hours later, another delivery issue occurred. Fetch app identified the 11/19 delivery person as ********* V". The photos of both deliveries (made between 5:10 PM-5:36 PM) show packages from a distance, suggesting the employee may have stayed away from the doors peephole to avoid identification. After a recent app update, Fetch makes it harder to find the delivery persons name, and the name from the 11/18 delivery was hidden from the start. This lack of transparency emboldens employees to act without accountability.What I Expect from Fetch:- Identification and termination of the delivery personnel involved in both incidents;- Immediate cooperation with the investigation;- Concrete steps to improve delivery practices and prevent future issues. Failure to do so could lead to the suspension of all Fetch services in *************;- Full accountability by ensuring that names and photos of all delivery employees, as well as the individuals who receive and sign for our packages at their facility, are made visible AT ALL TIMES. Fetch has been made aware that we will install a security camera. Any further thefts or retaliatory behavior will be documented and used as evidence in potential legal actions.I request the BBB to assist in holding Fetch accountable for their negligence and unprofessional conduct.Thank you.

  Business Response

  Date: 11/25/2024

  After further investigation into the residents issue, we do see their package was successfully delivered as of 11/22. We apologize for any delays as sometimes our drivers run into unforeseen circumstances, especially during the peak season. If the resident still has not received their package, please contact us immediately at *********************************************************.
  
  

  Customer Answer

  Date: 11/25/2024

  Complaint: 22583959
  
  I am rejecting this response because:

  Fetch did not properly address the concerns I raised in my complaint and is providing evasive responses. As I mentioned, even though the photo shows the package being delivered, it was immediately stolen, and we suspect the delivery person or their colleague may have taken it after the photo was taken. I have already contacted Fetch via email, but customer care failed to respond for over 24 hours despite the urgency of the situation. This is unprofessional and lacks transparency, and it appears the company is more focused on avoiding responsibility than resolving the issue. In the end, I never received the stolen packages, and despite promises to investigate, Fetchs robotic responsesimply stating that the package was delivered because of the photodemonstrates that they are unwilling to consider the possibility of dishonest or unprofessional behavior by their delivery personnel.
  
  Regards,
  
  ***** ********

  Business Response

  Date: 12/03/2024

  As our agent has informed the resident, once packages are successfully delivered to the residents door, it is no longer the responsibility of Fetch. If there are concerns about leaving packages at their door, they were informed to change their settings to Do Not Leave which will require a signature for their packages. After further reviewing their account, it does appear their settings are still set to Leave. Please email us if we can assist with adjusting these.

  Customer Answer

  Date: 12/10/2024

  Complaint: 22583959
  
  I am rejecting this response because:

  It is now December 10 (almost a month since the first incident), and Fetch is still trying to put the blame on the customer, and trying to claim that 3 days in a row of mishandled, stolen, and never scheduled for delivery packages that were likely delivered by the same driver are caused not by Fetch and by this driver, but by app choices made by the customer (that will not be changed because they are fine they way they are and work perfectly for us). This is disgusting, unprofessional, and unacceptable and any reply from Fetch in which they copy/paste this justification and other excuses are pathetic and will be always rejected. We haven't had problems with our packages being delivered to our door and is finding them, until they let that driver deliver them in those days. We are not getting them from other drivers (after my complaint), and guess what? No problem at all. Not only our package was delivered to the wrong door on November 17, and our 4 packages were stolen on November 18, but the day after their employee, ***, received other packages for is and two (two Italian learning books) magically disappeared and were never scheduled to be delivered in the first place. A Fetch supervisor is currently investigating this, but considering the unprofessional replies from this company and how they only care about putting the blame for their wrongdoing and mistakes on customers, I am certain that I will need to move forward with filing a police report. Additionally, I want this situation to be made public because I am seeking accountability from Fetch.
  
  

  ***** ********

  Business Response

  Date: 12/12/2024

  Our team has been diligently working to assist the resident, and we believe there may be some misunderstandings regarding their package deliveries. We have received and delivered the following packages:
  - Package ID *********, (Tracking Number: TBA317171219773)
  - Package ID *********, (Tracking Number: TBA317170797539) - 1 Italian Book Word Search
  - Package ID *********, (Tracking Number: TBA317165878560) - 1 Italian Book Verb Drills
  - Package ID *********, (Tracking Number: TBA317177941303) - delivered on November 19th.
  The resident mentioned they were expecting to receive seven packages, but we only have four tracking numbers. They also stated that two Italian books are missing. According to the screenshots provided by the resident, the Italian books were included in Package ID ********* (Tracking Number: TBA317170797539) and Package ID ********* (Tracking Number: TBA317165878560).
  It is possible that the vendor consolidated the packages. Therefore, if any items are indeed missing, we recommend that the resident reach out to the vendor directly, as its likely they overlooked including those items. Additionally, if there are seven tracking numbers available, please share those with us so we can provide further assistance.
  
  

  Customer Answer

  Date: 12/13/2024

  Complaint: 22583959
  
  I am rejecting this response because:
  
  More incorrect statements and blame shifting from Fetch. Since the Fetch representative who replied to this message "forgot" to inform the BBB that I have been in contact until yesterday with their employee ***** (Escalation Desk) about this issue, I will copy and paste my answer to her here. It clearly explains why what this representative wrote here is misleading and incorrect:

  "On November 19, we were supposed to receive seven packages in total. When we received the packages, the two containing the Italian books were missing. As shown in the screenshots I provided, Amazon clearly marks them as delivered to ***. Based on years of ****** purchases, I know for certain that those books were shipped and delivered because they have always shipped all our purchases since the day we started using their platform.
  
  The suggestion that ****** may not have shipped these books, despite the proof Ive provided, is simply not accurate and feels like another attempt by Fetch to deflect blame from their workers. While I understand that theres no direct proof implicating the Fetch workers involved in the incidents of November 18 and 19, at this point I find it necessary to proceed with my police report and the formal complaints with other organizations.
  
  I appreciate your help, but the unprofessional way Fetch is handling this situation is unacceptable. Things need to change, as this cannot continue."

   

  While Amazon sometimes may add multiple items in a single box, this is not always the case. Moreover, Amazon system is mostly automated and doesn't "forget" to ship an item once a buyer purchases it. The recent issues only happened because of Fetch.
  

  The screenshots I provided show the image of the two Italian books, with the note that they were delivered to ***. If ****** would have "forgotten" to ship those books, there would have been a different item image in the delivery notification. This is not the case.

  Hopefully, Fetch realizes how incredibly unprofessional and unacceptable are these repeated attempts to confuse their customer, confuse the ********************, and manipulate the accurate description of the events that I provided, despite proofs. 
  

  How very strange that those 3 days in which we had the same delivery driver(s) handling our packages are the same days in which we had those problems! As soon as the delivery drivers changed after my report, the issues magically stopped. What a coincidence!

  It's time for Fetch to start taking responsibility for the violations committed by their staff, apologize to the customer, investigate and locate the missing packages, fire the staff responsible for these issues, give the customer what belongs to them or compensate the customer for their loss (not all stolen/lost items can be re-shipped), and stop blaming the customer. 
  

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

  Business Response

  Date: 12/16/2024

  We understand what the resident is saying. But the books they mention according to the screenshots they provided, were in fact delivered to the resident. If they opened said package and the books werent there, they need to present this to their vendor. Additionally, we have proof those tracking numbers delivered, if something happened post-delivery, we are sorry but as is standard in the industry and in alignment to our terms, once we have delivered the packages we are no longer liable. Again, if the resident has additional tracking numbers to provide us with, we are happy to look into those.
  
  

  Customer Answer

  Date: 12/16/2024

  Complaint: 22583959
  
  I am rejecting this response because:
  

  What Fetch wrote in their reply is false and incorrect, such as the claim that the books were delivered or included in any of the packages we received on November 19. Indeed, the books were meant to be delivered in their own envelopes, separate from each other and from other items, which was confirmed when I had to re-order them.
  

  Additionally, Fetchs assertion that they are not liable, especially after repeated issues over three consecutive days with the same staff members, is without merit.
  

  Having to deal with this company has been one of the worst experiences ever. These individuals should be trusted by us with our mail, but it's clear from this negative (triple) experience that we can't, and there is no justice if, God forbid, their employees make mistakes or intentionally mishandle our packages.

  At this point, I don't see any other solution but to go ahed and file the police report and we will pursue appropriate actions, including making this situation public and reporting it to local and state authorities.

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