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

  6101 Jet Port Industrial Blvd Tampa, FL 33634

• 

  Fetch Package

  3360 Business Cir North Charleston, SC 29418

• 

  Fetch Package

  275 Mendell St San Francisco, CA 94124

• 

  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:11/14/2024

  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.

  We are required by our apartment to use Fetch Package's services for package delivery. We pay $25/month to use this service which is supposed to make package delivery more convenient and safe. On 11/12, I had a package from Frameology delivered to the Fetch warehouse. Usually, I would get a notification from them prompting me to set up a delivery time best for me. I never received that. I waited until the end of the day before reaching out to the company customer support email. I was told they would contact the specific warehouse and get back to me within 24 hours. On 11/13, I had another package delivered from ****** to this warehouse. Again, no notification that it was received or prompt to select delivery time. I reached out to the customer service team again stating I have now had two packages go missing there with no contact from the team about delivery. Their customer service personnel stated they were unable to locate my first package from Frameology, and they would work on searching for the ****** package. Both of these packages were delivered with **** They take a proof of delivery photograph with each package delivered. Both pictures are of my package on a surface with other packages in the back ground. In addition, both packages are labeled with my specific unit number in the photos, which would not be information available to the selling company or carrier, only to Fetch. Fetch customer service has been anything but helpful. They have essentially told me that they cannot help and that the package is not at their warehouse. They said I need to file a claim with **** This does not make any sense as I know the packages were delivered to their warehouse because of my unit number being labeled on the package with black sharpie as all my pervious packages delivered by them have been. They have refused to help and are absolving themselves from any of the blame and are basically forcing me the consumer to find a solution to the problem they caused.

  Business Response

  Date: 11/15/2024

  We appreciate the resident reaching out and we had escalated this to the appropriate team who was able to further address the residents issue. The agent provided full details to the resident via email, but in short *** had transferred these packages to **** with new tracking numbers of **************************, which correlates with *** tracking number 1Z2232WWYW18104929. **** seems to have delivered these directly to the residents community and the resident was able to follow up with the onsite office and retrieve these. We are happy to see this was resolved, but if we can be of further assistance, please let us know.
  
  

• Initial Complaint

  Date:10/28/2024

  Type:Service or Repair 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.

  Courrier claimed package was delivered.They have a contract to deliver directly to units. Instead they left a picture of the package at their feet on a concrete floor then reported the delivery complete. Later I went to the mail room as our hallways are vinyl wood flooring. The mail room has 2 packages in it, 1 a box, the other a blank white small envelope that is against a wall addressed to another resident. Picture included. Floor empty otherwise. I have attached the Amazon package information and delivery that Fetch requested.They have proven to be an untrustworthy company, they have no means of contact except email. Their couriers have no apparent accountability. Our only recourse is a severely delayed potential refund for maybe the item they failed to deliver. This shows I can not even begin to trust them with momentos, heirlooms, any form of family packages, as their ONLY input is a required receipt and purchase information. Purchases are not the only packages. And they clearly have absolutely no mechanism in place to manage irreplaceable items. This is beyond unacceptable for the SOLE means of our getting our packages delivered in this community. I for one will be pushing management to seek alternative, to be UP FRONT in their advertisement of mail management on units they represent. For Fetch was a post lease notification. I would never operate with a 3rd party handler for precious parcels. It makes time sensitive needs take far longer, and in the case of ANYTHING going wrong with time sensitive purchases (and I do not mean perishables, I mean necessities for work, living, etc) w3 cannot replace while they are unresponsive for several days after a courier ignores their responsibilities and doesn't feel like going to the units.

  Business Response

  Date: 11/01/2024

  We apologize for any inconvenience this resident has experienced. We have escalated this situation to the facilitys manager to further address and correct for further deliveries. Additionally, our ***************** is reimbursing the resident for $18.00. Watch for an email from Fetch Package *** with the subject line "Fetch Package *** has sent a payment". 
  
  

• Initial Complaint

  Date:10/24/2024

  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.

  Packages from **** are not delivered on time. They sit with Fetch for days after delivery before they check them in and deliver them to us. I have a package that was delivered Oct 21, 6 days after shipment as per tracking information it was handed to an individual at the address at 12:02pm. It is now Oct 24 and I still don't have it and Fetch is saying that **** marks items as delivered even thought they have not been. Sorry but it doesn't take 10+ days to deliver something within the contiguous US. They think we are idiots new to shipping. My business is halted because I have to wait for necessities to be delivered, if they get delivered at all. I have had packages go missing at Fetch as well. Got reimbursed once. This type of business should be illegal.

  Business Response

  Date: 11/01/2024

  We apologize for the delay and the inconvenience caused here. Our team has thoroughly investigated the package ending in *****. As of 10/29 this has been successfully delivered. It appears the resident Fetch code on the package was incomplete and had 23 instead of the full ******. If there is anything further we can do at this time, please let us know.
  
  

• Initial Complaint

  Date:10/23/2024

  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 hate that my apartment forces us to use this service. We are forced to pay extra each month for our packages to be delayed because they only offer certain windows for delivery. Additionally, I had a package delivered 10/21 to Fetch in Houston, TX. It was scheduled for delivery then I got a message saying it was delayed. I reached out asking for an update and I have not received any information on why my package is delayed. How can you delay my package and not provide a reasoning behind it? Where is my package and why do you keep delaying it with no reason? I would do better by having *** deliver directly to the apartment. At least I’ll get my package on time. Now it’s Wednesday and I still don’t have my package. I don’t know when I will receive it. Why is my package being held hostage?

  Business Response

  Date: 10/24/2024

  We apologize for the resident’s experience. Unfortunately, there can be unforeseen circumstances that our delivery partners may run into. Our agent has shared this with our facility manager and tracking numbers ending in **** and **** have been successfully delivered.  
  
  

• Initial Complaint

  Date:10/23/2024

  Type:Product 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.

  Within a two week window of being forced to use Fetch Package, I've needed to reach out multiple times to confirm if my packages have in fact been delivered because they were not processed in a appropriate amount of time. I've also had packages delivered to the wrong door/apartment in my complex. I don't understand how a package courier service, who's entire business is built on delivering packages, can put customers through the wringer on whether or not they even have our packages, and then deliver those packages incorrectly. It doesn't make any sense. This is also putting extra time and stress on customers who need/want their items in the timeframe that the original shipper (******, **********, *******, ******, etc.) say they can get our orders in hand to us. If I need my item on Monday when it's originally delivered to Fetch, but it's not 'processed' until Tuesday, and can't be delivered until Wednesday, that's a TERRIBLE experience. I don't understand how this company is legal - it also forces you to send these purchases and order them with a different address than your own, putting a different zipcode, which could have different tax implications. This entire company and system feels wrong. If buildings can't accommodate the number of packages delivered for residents, Fetch is not the solution.

  Business Response

  Date: 10/23/2024

  We understand that the resident has questions with our logging process. Please note, it can take up to 24 hours from the time a carrier marks a package as delivered to the time it can show up in a residents Fetch account. Our facilities receive packages in bulk from carriers and have to sort and scan these in one by one. This can take more or less time depending on the size of the order delivered that day. Additionally, as we begin to head into peak season, these times may increase slightly. We appreciate patience during this time. It looks like the latest package in question was the one ending in tracking number 0308. This was marked delivered by *** Tuesday, October 22 at 1:03 P.M. Our facility had in logged to the residents account by 10:13 AM the next day, Wednesday, October 23, under 24 hours. Thank you!
  
  

  Customer Answer

  Date: 10/24/2024

  Complaint: 22464039
  
  I am rejecting this response because:

  As a business built on providing a "service" to customers, especially based on delivery - which EVERY online business has taking strides to provide products in-hand as fast as possible - a 24-hour window to log a package, then TBD on delivery window is unacceptable. If your facilities need more people to handle the number of orders coming through, hire more people. At minimum, a 12 hour window to process a package should be your SOP. Even that is being incredibly generous to alert customers that you have their **********************.

  Your response makes it sound like you're receiving packages non-stop throughout the day at a rate that you can't keep up with. If that is indeed the case, then Fetch has a business case to HIRE MORE PEOPLE to keep your customers happy. 

  Your service limits the ability for certain items to be delivered to your locations (so now, I can't have items delivered directly to me because they're returned to sender - so I have to figure out where I CAN have packages delivered, creating an inconvenience for me). You're withholding packages and information about those packages by not scanning them in a timely manner. You're FORCING customers to deliver their items to a location that is not their residence (which could subvert correct tax amounts), adding complexity and possibility of loss and theft (just in a different scenario than it being delivered at my residence).

  This entire business is based on "customer service." You're not providing customer service at this point. You're causing stress, pain, annoyance, to the point where legal action could be taken and will 100% be investigated.

  To combat all that is stacked against you, the least you can do is ensure you're being timely and providing customers with an experience they can't complain about, and remediate it when issues take place. Words without actions are just words - I, and all your customers, need more than your boilerplate responses.

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

  Business Response

  Date: 10/24/2024

  We appreciate the resident's feedback. However, we do not promise packages can be processes within the suggested timeframe. Our teams work as quickly as possible and this is well-within our policy.

  Customer Answer

  Date: 10/25/2024

  Complaint: 22464039
  
  I am rejecting this response because:

  Fine. 24 hours is your policy. What about my current package that was delivered more than 24 hours ago, and I've heard nothing on? I've had two additional packages delivered to Fetch since submitting this complaint, and one has not entered your system at all (arrived at 8:13AM on Thursday) and one arrived today, Friday, at 9:15AM. The package delivered today has already been scanned into your system. Yesterday's has not been processed yet. How is that possible? And now we're past your '24 hour' window of processing. Is this package lost? I have a photo proving it was delivered to your facility. The package is time sensitive and yet I have no information from your company on it because it's not yet in your system.

  Business Response

  Date: 10/25/2024

  We would need the tracking number to look further into this. We see the one ending in 3997 was received and delivered on 10/25.

  Customer Answer

  Date: 10/25/2024

  Complaint: 22464039
  
  I am rejecting this response because:
  
  

  The tracking ID for the missing package (delivered yesterday morning) is TBA316601004584. It is not the delivery that you previously referenced - that was the package that was delivered to your facility today, not yesterday. 

  Business Response

  Date: 10/28/2024

  This one ending in 4584 has been located at the facility and delivered to the resident. We apologize for the inconvenience, it appears the shipping label did not include the residents name nor personal Fetch code. Please let us know if we can do anything further at this time! Thank you.
  
  

  Customer Answer

  Date: 10/28/2024

  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:10/21/2024

  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.

  My apartment requires us to use Fetch for package delivery as well as we are required to pay for Fetch services monthly whether we use it or not. I live in ******* at *********. *** delivered a package to Fetch warehouse on *************************** and it was signed by * S ********. The package was never scanned in and despite talking to *** and the carrier who state Fetch signed for the package, Fetch refuses to reimburse after stating they conducted an audit and cannot find package. My other packages are being scanned in well over 24 hours later since I filed a complaint on my missing package from last week. And now I have a second package missing. Despite numerous attempts to resolve the matter they are refusing, giving excuses and showing lack of accountability. I am seeking reimbursement for lost/stolen packages immediately

  Business Response

  Date: 10/21/2024

  Hello. We apologize for any inconvenience caused to the resident. Please note, our team has informed them this is with our ***************** and it can take up to 7 business days for them to complete their investigation. At this point they will reach out to the resident with their findings and next steps. At this time, we are showing everything else in the system has been delivered, but if there is an additional package not logged, please let us know ASAP. It may take our teams a bit longer to log packages are deliveries are continuously increasing due to the holidays. We appreciate your understanding.
  
  

  Customer Answer

  Date: 10/21/2024

  Complaint: 22443553
  
  I am rejecting this response because:

  There is no current holiday and this experience has never happened in 2 years of service.  This was just sent to Claims after I told the customer service person that I filed a ******************** complaint. 

  Waiting on claims to approve refund or else this complaint will remain. 

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

  Business Response

  Date: 10/21/2024

  It is the peak season for our teams, therefore if packages are taking longer to be logged, this is currently a contributing factor. Again, if there is another package the resident is waiting to see logged, they can provide us with the tracking number and we will be happy to look into that. Otherwise, please allow up to 7 business days for our ***************** to process the current claim. The agent has already reached back out to the resident to assist them as soon as possible. Please have them respond back for an expedited resolution.

• Initial Complaint

  Date:10/21/2024

  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 notified me that my package was delivered during its scheduled time. I checked the photo and the door about 10 minutes later and both the photo and the door had no package to be found. I immediately notified them so that they could reach out to the driver and they said that this would now go under the Review Process with the *********************** team. I immediately submitted all of the information that they requested and they let me know that it would take 5-7 business days to arrive at a conclusion. It is now 8 business days later and I have not heard from them despite reaching out. This was an expensive package of almost $1000 and they have zero documentation saying that it was delivered to my door because it is a photo of my door with no package via their own app.

  Business Response

  Date: 10/28/2024

  We apologize for the inconvenience and truly appreciate the residents patience as our team has further reviewed their claim. Please note, we have issued a reimbursement to the resident for $980.00 via email. They will receive an email from Fetch Package *** with the subject line "Fetch Package *** has sent a payment". If we can do anything more at this time, please let us know.
  
  

• Initial Complaint

  Date:10/16/2024

  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 sent groceries to my nephew via instacart. His complex is contracted to deliver packages and orders to the residents. ********************************************** received the groceries on 10/13. As of 10/15 they still haven't delivered his groceries. The meat is probably spoiled by now. What kind of underdeveloped business is this? Horrible service. I want reimbursement for the missing groceries.

  Business Response

  Date: 10/16/2024

  Hello. We will need the resident to contact us at ******************************** We cannot provide personal information to anyone outside of the resident. Just as a note, same-day or direct orders such as DoorDash, Instacart, Shipt, etc should be delivered directly to a residents physical address. These services do not provide resident information, they tend to put a label with a code on their bags. Learn more at: **********************************************************************************************

  Customer Answer

  Date: 10/16/2024

  Complaint: 22427507
  
  I am rejecting this response because: He did contact your unhelpful help line, he called and sent 
  Emails. No resolution.  His complex does not allow entry to any delivery service.  They must go through fetch. I'm sad to hear you're not familiar with the services. XGRPTX 3101 Longhorn delivery address.  If he contacted them, they should've said yes we have your package right here. This should not have been a four day event. I sent the package. It was my money spent. Who is reimbursing me for spoiled food? I'm truly disappointed in fetch package 
  Regards,
  
  ******* Milan

  Business Response

  Date: 10/17/2024

  The agent has already appropriately helped the resident, that is all the information we can provide at this time. For future reference, communities still allow deliveries from **** for regular mail, Instacart, Doordash, etc as these are not carriers. That is all the information we can provide at this time and are happy to further assist the account holder directly if they need anymore help.

• Initial Complaint

  Date:10/14/2024

  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.

  The apartment complex in which I live uses the Fetch Package delivery system for any package that gets delivered to us. It is not optional and requires residents of the building to order packages to the address of the Fetch package facility, with the expectation that they will deliver it at the next available window once received. I ordered several packages from ****** to be delivered on 9/10/24 with the total amount spent being $95.45. The packages were marked as delivered by ****** and as received by Fetch at their facility on 9/10, and they sent a notification that the packages would be delivered that day. However, the packages were never delivered. I immediately contacted Fetch the next day 9/12/24 via email (because they do not have a customer service phone number) and provided all of the information that was needed. They replied saying that they were conducting an investigation. 2 other emails were sent by them saying that the inquiry was with the investigations and claims team. However, it has been 1 month and they have not provided any additional updates. I have sent 2 additional emails in the last 48 hours, and they have no replied. They do not have a customer service phone number available on their website. They have essentially ignored my request to either find my lost packages or reimburse me for the lost packages despite my inquiring 4 times. This is completely unacceptable behavior from a business. I have attached screenshots of my email thread below as evidence.

  Business Response

  Date: 10/15/2024

  We certainly apologize for the delay with this. We have escalated the situation to an agent and issued a reimbursement for the amount of $96 via email. Watch for an email from Fetch Package *** with the subject line "Fetch Package *** has sent a payment". Please let us know if you have any additional questions.
  
  

• Initial Complaint

  Date:10/09/2024

  Type:Billing 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 is a package delivery service where we have packages sent to them and Fetch brings them to our apartment door, however, fetch mis-delivered my package to the wrong apartment and I tried going to that apartment but the package was no longer there. I am seeking reimbursement in the amount of $68.61, the cost of the package that fetch lost. I have attached the proof of delivery fetch sent me where it shows the package at the wrong apartment. The emails where fetch acknowledges this and says it is going to their claims team for reimbursement, and then my 6 or 7 follow up emails where I ask what the status is and when I will be reimbursed, which all went unanswered (I also reached out to them on instagram which also went unanswered). They are a package delivery service, their whole job is to deliver packages and they delivered my package to the wrong place, I deserve to be reimbursed.

  Business Response

  Date: 10/10/2024

  We do apologize for the delay and the inconvenience this has caused the resident. Our team has issued a reimbursement for the amount of $69 via email. Watch for an email from Fetch Package *** with the subject line "Fetch Package *** has sent a payment".  Please allow up to 7 business days for this to be reflected and let us know if there are any questions.
  
  

  Customer Answer

  Date: 10/10/2024

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