Business Profile

Delivery Service

Fetch

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Fetch's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

545 total complaints in the last 3 years.
113 complaints closed in the last 12 months.

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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:10/07/2024
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.
SEVEN OF MY DELIVERIES HAVE BEEN STOLEN BY THIS COMPANY IN THE LAST SEVEN DAYS THAT IS A TOTAL OF 17 ITEMS MISSING ZERO RESPONSES FROM ANYONE AT *** COMPANY. I have emailed 3-4x a day w zero response . When I email from a different email address or text from a number not linked to my account I get an IMMEDIATE response Then get told Ill be transferred and then zero response
Business Response
Date: 10/08/2024
We have reviewed the residents issue. At this time we only show 2 outstanding issues, tracking numbers TBA316006371965 and **********************. The first we do show an unclear proof of delivery (the photo is blurry) and are issuing a reimbursement of $22.00. The second we have issued reimbursement for $38.00. We apologize for any inconvenience as the agent has assisted and the remaining packages have been delivered, please let us know if there is anything further we can assist with,
Initial Complaint
Date:10/07/2024
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.
Im genuinely shocked at how disorganized and anti-consumer this company is. I ordered a mattress for my new apartment, and the delivery has been canceled or mishandled twice. On the first night, the driver claimed to have attempted delivery twice, but I was home the entire time and no one showed up. *** had deliveries before, so the address is correct. I didnt even receive a notification about the supposed attempts until 15 minutes before the delivery window ended. I texted two different agents that night and the next morning, but neither could explain what went wrong or how to resolve the issue. I rescheduled for the next day, waited outside my building from 3-6pm to keep an eye out, and at 8pm, I received a notification saying my scheduled time is no longer available, meaning they wouldn't deliver again. The customer service is horrible. I can't even talk to anyone about this. Whoever I'm chatting with clearly doesn't have any power to actually do anything. At this point, I have no idea when or if Ill ever receive the mattress.
Business Response
Date: 10/07/2024
We apologize for the inconvenience. After reviewing the residents account, we see our team was able to further assist and ********* was delivered on 10/5. It seems this was an oversized item which does require special handling and the facility had a staffing issue which caused the delay. We are working closely with the appropriate management to discuss this further and appropriate initiatives to alleviate these situations in the future.
Initial Complaint
Date:09/27/2024
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.
This package was delivered to the fetch facility on 9/24/24. After a very BRIEF "investigation" they advised they did not have my package. This has been a recurring issue with any branded package that I have delivered to this facility. Their customer service **** are useless.
Business Response
Date: 09/30/2024
We’re sorry to hear about the resident’s frustrations. Our team completed the appropriate investigative process and even cross-referenced other packages received that day from this carrier, all received around the same time as carriers deliver in batches to us. We see the UPS site shows the sign-off for these batches as “FETCH” - which is how it typically shows for their proof of delivery. The resident’s package, 1Z1F94E3YN35583165 shows a signature of “POSTAL CLERK” which our facility does not have. Additionally, the facility performed a full walkthrough and visual inspection to ensure we do not have this, but it is clearly a carrier misdelivery and we advise the resident reach out to the carrier and vendor.
Initial Complaint
Date:09/25/2024
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.
The apartment complex I live in ************ requires the residents to use Fetch for all package deliveries for which we are charged $15.00 per mth. This is mandatory for all tenants. I am moving 09/30/2024 to another property that doesnt require Fetch service (thank goodness). I have requested to have my packages delivered to my new address which Fetch will not do since it isnt a property that pays for their service. I then spoke with the leasing office at ************ and they agreed to accept all of my packages for me. I have paid for Fetch service through October 2024 as it is required by the property and my lease is intact until 10/19/2024. Fetch has refused to deliver my packages to the leasing office even though their drivers are here off and on all day everyday. I am disabled an unable to go to the company office on ******************** in ********** to pick up my packages either so I have no recourse. I have to pay for a service that Fetch is unwilling to honor. This is wrong and I feel discriminated against since I am disabled and unable to get to their office in **********. Please help me in any way that you can. Thank you.
Business Response
Date: 09/25/2024
Our team has thoroughly reviewed the residents situation. Unfortunately, it is the residents responsibility to inform Fetch if they are moving and to have their packages addressed appropriately for their new location. As we have previously informed the resident, we are unable to accommodate their request to have shipments delivered to the leasing office. Their account is associated with apartment number 303, which is the address delivery partners use to deliver packages. Additionally, we are unable to change the address to the leasing office since the resident is not part of their leasing team.

If the account remains activated, all non-perishable packages we receive at our facility after 9/30 will be held for 60 days from the delivery date. These packages will be available for the resident to pick up.

Their account automatically schedules packages for the next available delivery window. To avoid having packages delivered to the old address, please disable the auto-schedule settings upon moving. As with any deliverer, such as ***** it is the responsibility of the receiving party (i.e. the resident) to inform Fetch if they are moving and to address incoming packages appropriately. Thank you.
Initial Complaint
Date:09/25/2024
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.
9/21 was the day my package was delivered to Fetched but never made it to me. I recently had a package delivered via ***** to the Fetch facility for my complex. I have proof of delivery, time stamp of delivery and all. Never received a notification from Fetch that my package would be delivered. I emailed them that Saturday 9/21, didn't hear back so I went to the office on 9/23. They claim the package was never logged even though I showed them proof of delivery and someone signed for it. Mind you the person that signed they said they don't know who that is....what???? They looked, came up with nothing. Told me to file a claim via the Fetch app. Let me mention this is almost ****** worth of items I needed this week, yesterday to be exact! I filed a claim with Fetch showing my proof of purchase, tracking number and the proof of delivery. Here it is Tuesday, still nothing. I reported this to ***** who told me to contact the vendor I purchased from. I did that now the vendor is saying 7-14 days for THEM to investigate this claim. I have never been so livid in my life! I not only don't have the items that I need but the fact that Fetch is the last place it was delivered to and they are nonchalant with handling it baffles me. I need my items to show up or I be reimbursed asap! I have provided the total cost with receipt.
Business Response
Date: 10/04/2024
We apologize for the inconvenience and delay. Our team is finalizing their review for FedEx 417763787479. Please allow our team a few more moments to finalize their investigation and reach out with their decision and next steps.
Initial Complaint
Date:09/24/2024
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.
I pay Fetch monthly to deliver my package to me. On 7/23/2024 one of my packages was delivered to Fetch and Fetch was supposed to send it to me the next day. I contacted them for 2 months about my package and sent them proof/pictures of tracking and receipt as they requested. They finally told me that the package probably was stolen at their warehouse, and they were not responsible for it. I pay the company monthly for the service because they guarantee package protection but I have lost multiple packages with them and never get anything back. This time it was a valuable package for me, the total value was $833.53, and after 2 months with them, no one was able to give me any solution but said they couldn't do anything about the lost package that was delivered to them. I want to have a reimbursement from them for the cost of my package because its their responsibility to keep my package safe and deliver it to me as their promise for the service.
Business Response
Date: 09/25/2024
We are very sorry the resident is experiencing this issue. After reviewing their account, as the agent has explained to them, this package was delivered by the carrier at 11:30 pm, which is outside of our facility hours. Carriers are aware of the hours during which we receive packages. Therefore, the responsibility at this point does lie with the carrier as our facility has not received this package due to their mistake. We highly suggest the resident contact the carrier with this information.

Customer Answer
Date: 09/25/2024
Complaint: 22335229

I am rejecting this response because: my package was delivered to Fetch and they the last one to have it. Their job is to deliver my package to me without any excuse. I have lost multiple packages through Fetch, so this is not the first time. Its not my fault that my package was lost or stolen at their facility. I pay monthly for their service, so I expect they do their job and take the responsibility since they have failed their customer!

Regards,

**** ******
Business Response
Date: 09/25/2024
We understand the residents frustration. Again, this was never received at our facility due to the carrier delivering it outside of our noted facility hours. This needs to be taken up with the carrier and/or original vendor. We are happy to provide the resident with an official letter they can submit to the vendor where we state the situation and that we have not received this.

Customer Answer
Date: 09/25/2024
Complaint: 22335229

I am rejecting this response because: I contacted the vendor and even filed a dispute through my bank twice, but lost the case. They said since the package has been delivered to the address listed, they are no longer responsible for stolen/lost packages. And I should contact Fetch for this. And now you said the same thing. You can send me the letter, Ill keep it. I still need Fetch to step up and give me a solution

Regards,

**** ******
Initial Complaint
Date:09/22/2024
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.
Fetch delivery accepted an international package by signature. The package was never logged and my requests to find the package have fallen on ambivalent ears. First they weren't sure if they had the package, then I proved that they absolutely did and suddenly they're trying to see if it's still in the logging process. Keep in mind it was accepted days ago. That means they are keeping unlogged and unaccounted packages for days at a time with no accountability. I am FORCED to pay a fee and use Fetch due to my apartment complex, so this is my only recourse. Fetch has already burned me by breaking a package and then refusing to take accountability; I will not allow Fetch to throw away even more of my money.
Business Response
Date: 09/24/2024
We apologize for the delay in our response, our team has been communicating with the resident to get this resolved as quickly as possible. We have confirmed that this package was appropriately located and delivered to the resident as of 9/23/2024. Please let us know if we can do anything further at this time.

Customer Answer
Date: 09/24/2024
Complaint: 22321248

I am rejecting this response because:
Fetch has historically made no effort to ensure packages that are provided to them are accounted for and delivered appropriately despite this being their main business. Fetch continues to only bandaid individual situations instead of actually creating change that improves their system. While speaking with representatives regarding my package, they made it abundantly clear there is no process or any accountability for packages they claim to accept. They state just because they sign for a package, they have no ability to know if it has actually arrived. Because they take no responsibility for items they have legally signed for, Fetch ends up with packages that are unaccounted for a number of days until people like myself complain. A representative even stated that they don't know if packages go missing until people complain. How is this an appropriate business model?

Regards,

***** ******
Initial Complaint
Date:09/20/2024
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.
I am writing to formally lodge a complaint against Fetch regarding a package that was delivered to their facility on September 18, 2024. According to Fetch's website, items should be delivered to residents on the same day they are received. However, as of September 20, 2024, I have yet to receive my package.I have attempted to contact Fetch via phone, but it is impossible to reach them. Their responses to my text and email inquiries have been generic and unhelpful. Additionally, despite the time-sensitive nature of packages, there seems to be no sense of urgency in their operations.Fetch has not provided clear information about their refund process and has requested that I wait an undetermined number of days before I can request one. My package was properly addressed to Fetch, and I have confirmed with **** that the batch containing my item was picked up by them. Therefore, the issue lies solely with Fetch.I appreciate your attention to this matter and hope for your assistance in resolving this issue.
Business Response
Date: 09/24/2024
We apologize for the delay with this matter. Please note that our customer service team is available via email at *************************************** It's important to clarify that our website does not guarantee same-day delivery of packages. Due to processing times, packages can be delayed for up to 24 hours. For more information, please visit our Resident FAQ page or go to *********************************************************************************************************.

At this time, the residents matter is under review with our ****************** As the agent mentioned, this process can take up to 7 business days from the day it was submitted, which was September 21st. Our Claims team will reach out with the next steps at that time.

Customer Answer
Date: 09/24/2024
Complaint: 22313725

I am rejecting this response because my package was delivered in 9/18/25. I have sent emails and text each day since then. I also had to spend roughly 2 hours on a 3-way call with **** and a Fetch representative where **** validated that my item was delivered properly. I am still waiting for my reimbursement to be approved.
regarding your statement about not offering same day delivery. Your site has changed and no longer explicitly states that, but it is implied on several pages. See my attachments.

Regards,

***** ******
Business Response
Date: 09/25/2024
Our teams aim to receive and process packages as quickly as possible, but there are many factors that can cause delays including but not limited to what time carriers arrive and how many packages they have to deliver. Additionally, we understand the frustration with the delay, however as previously stated, our claims process can take up to 7 business days from the day it was submitted, which was September 21st. Our Claims team will reach out with the next steps at that time.
Customer Answer
Date: 09/26/2024
Complaint: 22313725

I am rejecting this response because I received an email from Fetch denying accountability for this issue.
Per their policy, **** cannot make deliveries to fetch directly. Therefore they deliver to post offices that service the area and Fetch picks up from there. This was confirmed by both **** and Fetch via phone and email. My package was not mis-delivered by ****. it was delivered to the post office, picked up and lost by Fetch. They are refusing to refund the money Ive lost on this package. I am forced to pay a monthly fee for this service yet they are nothing but a headache.

Regards,

***** ******
Business Response
Date: 09/30/2024
We appreciate the residents patience and understanding. Although we have not received this, we are issuing the resident a one-time exception and reimbursing them in the amount of $27.00. Please note it can take 5-7 business days to see this reflected.
Initial Complaint
Date:09/20/2024
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.
I live at ******************** in *******, ******* are required to use & pay for fetch. My mom has sent me 2 packages now, 2 vacuums to be specific, over the last 2 *********** havent received either. I havent gotten any notifications from fetch that my packages have been received at the fetch facility. I moved here in ***, the first few packages I was expecting were delivered without incident. For those I got a notification that fetch received my package & to select a time for delivery. For these 2 vacuums my mother sent me I got nothing. Im forced to pay an extra $20 a month for this delivery service but Im not getting the services I pay for. So as of today, Sept 20, ************************** this item twice **************** her Kohls account says it was delivered by *** to my fetch address twice, the most recent August 30, 2024, nearly ONE month ago.. and I have yet to receive even a notification on my fetch account that theyve received my package and to select a time. My first package I was told was returned to *****, they never got it back. Fetch has a 1.5 star rating on ******. How is this company still in business? People on ****** are saying that they believe people/workers are stealing the packages from the actual facility and thats why they never even receive a notification that fetch has received it. Out of nearly 400 reviews are all negative & people are saying the exact same thing as me. People are even saying that theyve been in this same situation, with confirmation from the place they ordered their package from that its been delivered but somehow its disappeared from the fetch facility. Recently I got an email from Fetch stating that **** is having a few day delays.. however, my packages have not been sent through ****, only through *** so the **** delays are not relevant to my missing packages. There has got to be something criminal going on there, the consumer should not have to pay for this companies internal control failures.
Business Response
Date: 09/24/2024
Our team has been reviewing this matter. Unfortunately, we never received this package. *** delivered this to *********, **, but our facility is in *******, **. Additionally, the carrier shows they are currently processing a claim on this for the resident.

Customer Answer
Date: 09/24/2024
Complaint: 22312368

I am rejecting this response because:
Fetch has not provided a resolution to the missing package. There were two missing packages. They addressed only one of them. They have not answered my questions regarding *** Tracking#: 1Z2020RR0337344074, which also says that it was delivered on August 30, 2024 to *******. I still have not received the package or a notification from Fetch that the warehouse received my package do not have my package nor have I been told what has happened to it. I have not been provided a timeframe, a refund, etc. only response was how to try and address future packages.
See below the email chain starting with most recent first:

Ok, so you are still not being clear, you keep saying ***** out if there are still issues in the future however, it is unclear if you are still looking into the second package which is *** Tracking Number 1Z2020RR0337344074, please advise. This is not resolved!!

Thank you.
Sent from my iPhone

On Sep 24, 2024, at 4:50?PM, Fetch Package Support <*********************************************************> wrote:

?Good Evening *****,

Yes ma'am, for future packages, please attempt to use the address that I provided to you.

If there are still issues after that, then I will ***** out and review the information again with our facility and operations team.

Best Regards,
*****
Escalations Desk

On Tuesday, September 24, 2024, 5:41 PM "*****, ******, VBASAJ" <************************************> wrote:
Hello,

There is no way to now attempt the reformat the delivery address for *** Tracking Number 1Z2020RR0337344074as you suggest. Are you saying for future packages? Because this is not the instructions she received.

Below is a screenshot of how she was directed to have her packages addressed and we did exactly that.
[cid:image003.jpg]

****** *****
From: *********************************************************
Sent: Tuesday, September 24, 2024 2:36 PM
To: *****, ******, VBASAJ
Subject: RE: [EXTERNAL] Re: Attn ***** RE: Fetch Package **** | Escalated Package Review | *** Tracking Number: 1Z7433Y00314450270now to include *** Tracking Number 1Z2020RR0337344074

Hello *****,

I can confirm that I received your email.

Please see my response below, as I am not sure if this went through to you as I was sending it at the same exact time that your response came in.

Thank you so much for sending me that information.

I was able to review the documentation that you sent over, and I see that the address information that you put in is correct, and the Fetch code was listed in the proper place.

There is one other way that you can attempt to format the address, and I have listed that below.

**** ******
*****************************
XEHFFZ
*****************

I will also email ****, and let her know this same information, and if there continues to be package delays, please feel free to have Tyra ***** back out to me and I will take another look into it.

Best Regards,
*****
Escalations Desk
[cid:image002.png]

On Tuesday, September 24, 2024, 3:27 PM "*****, ******, VBASAJ" > wrote:
Hello,

This is an inappropriate response. As you can see below we received contact from the fetch escalations desk and were asked to reply. Please confirm my email was forwarded to the employee ***** from the escalations desk.

****** *****

From: *********************************************************
Sent: Tuesday, September 24, 2024 12:27 PM
To: *****, ******, VBASAJ
Subject: [EXTERNAL] Re: Attn ***** RE: Fetch Package **** | Escalated Package Review | *** Tracking Number: 1Z7433Y00314450270now to include *** Tracking Number 1Z2020RR0337344074

Hi *****,,

Thanks for sharing these details. I will initiate a search for your package and keep this communication channel open to relay the latest information as it becomes available.

Your patience and understanding during this process are greatly appreciated.

Best Regards,

Fetch Resident Support

On Tuesday, September 24, 2024, 6:30 PM "*****, ******, VBASAJ" wrote:

Please direct this email to ***** at the Escalations Desk, please note, this email is coming from my mothers email address (****** *****) as she has access to the needed receipts as she is the purchaser of the items in question.

Re: *** package with the tracking number 1Z7433Y00314450270.

As you will see in the attached PDF receipt and packing slip the package with *** Tracking Number: 1Z7433Y00314450270was addressed correctly as:

**** ****** XEHFFZ

*************************** Ne,

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

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

*****: After completing our research, it was determined that your package was misdelivered by the Carrier (***), as the proof of delivery showed the package was shipped to "*******, **" where our facility is located, however, the package was delivered in "*********, **" instead.

Response: This is very strange because before I filed a claim with *** the tracking information reflected the package was delivered to Fetch in *******. I have attached the email chain from the first inquiry. I only started a claim with *** because Fetch advised me to in the email response dated August 23, 2024 (attached) and now the tracking data has changed saying delivered to **********

Tracking data after opening a claim with *** is updated/changed to *********, **:

My mother then contacted Kohls because your representative advised her that her package was returned to the sender (Kohls). ***** then issued another package *** Tracking#: 1Z2020RR0337344074, which also says that it was delivered on August 30, 2024 to ******* however, I still have not received the package or a notification from Fetch that the warehouse received my package.

I have filed a complaint with the Better Business Bureau because this is getting ridiculous. Both packages were addressed correctly and not received and many others have been significantly delayed OR I have been contacted that I must go in and pick up my packages for reasons unknown. Why am I paying for this service if I cant even trust that I will get the items myself or my mother has paid for or if I have to go pick them up myself?

I hope this answers all of your questions and that this situation can be remedied as soon as possible. Please let me know if you require additional information.

Thank you,

**** ******

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

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

---------- Forwarded message ---------
From: Fetch Package Support >
Date: Mon, Sep 23, 2024 at 11:25?AM
Subject: Fetch Package **** | Escalated Package Review | *** Tracking Number: 1Z7433Y00314450270
To: >

Good Afternoon ****,

My name is ***** with the Escalations Desk at Fetch Package. Your case has been escalated to me, in regard to your *** package with the tracking number 1Z7433Y00314450270.

I see that you *****ed out to us back in July, and stated that you were missing this package, so we researched into it and completed an audit of all packages that were received back on Tuesday, July 23, 2024.

After completing our research, it was determined that your package was misdelivered by the Carrier (***), as the proof of delivery showed the package was shipped to "*******, **" where our facility is located, however, the package was delivered in "*********, **" instead.

Due to this, I can see from the tracking information showing on the *** site, that *** has issued a claim to the sender for your package as of Tuesday, August 27, 2024, at 7:56 PM.

Since this is an issue that has happened to you twice, I wanted to see if you could send me a screenshot of the exact address that was being used on your package. Having this information allows me to determine if there is anything that needs to be changed for those particular packages, or if these were issues caused by *** during the deliveries.

I look forward to speaking with you, and I hope that you are having a great day!

Best Regards,

*****

Escalations Desk

From: *********************************************************>
Sent: Tuesday, September 24, 2024 12:22 PM
To: *****, ******, VBASAJ >
Subject: [EXTERNAL] Re: Attn ***** RE: Fetch Package **** | Escalated Package Review | *** Tracking Number: 1Z7433Y00314450270now to include *** Tracking Number 1Z2020RR0337344074

Hi ******,

Thank you for *****ing out to us regarding your package concern. We understand the frustration this situation has caused and we are here to assist you. Our team is dedicated to resolving this matter promptly.

In order to investigate further and provide you with the necessary assistance, could you please provide us with the following details:

* Your Fetch Code or Phone Number associated with the account
* The Tracking number: 1Z7433Y00314450270
* The exact shipping address where the package was supposed to be delivered
* The name of the Vendor/Merchant and Carrier involved in the delivery
* Date and Time of Delivery, including any relevant screenshots

Once we have this information, we will be able to expedite our investigation and work towards a resolution for you.

Thank you for your cooperation and patience.

Best Regards,
Fetch Customer Support

On Tuesday, September 24, 2024, 6:33 PM "*****, ******, VBASAJ" wrote:

Please direct this email to ***** at the Escalations Desk, please note, this email is coming from my mothers email address (****** *****) as she has access to the needed receipts as she is the purchaser of the items in question.

Re: *** package with the tracking number 1Z7433Y00314450270.

As you will see in the attached PDF receipt and packing slip the package with *** Tracking Number: 1Z7433Y00314450270was addressed correctly as:

**** ****** XEHFFZ

*************************** Ne,

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

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

*****: After completing our research, it was determined that your package was misdelivered by the Carrier (***), as the proof of delivery showed the package was shipped to "*******, **" where our facility is located, however, the package was delivered in "*********, **" instead.

Response: This is very strange because before I filed a claim with *** the tracking information reflected the package was delivered to Fetch in *******. I have attached the email chain from the first inquiry. I only started a claim with *** because Fetch advised me to in the email response dated August 23, 2024 (attached) and now the tracking data has changed saying delivered to **********

Tracking data after opening a claim with *** is updated/changed to *********, **:

My mother then contacted Kohls because your representative advised her that her package was returned to the sender (Kohls). ***** then issued another package *** Tracking#: 1Z2020RR0337344074, which also says that it was delivered on August 30, 2024 to ******* however, I still have not received the package or a notification from Fetch that the warehouse received my package.

I have filed a complaint with the Better Business Bureau because this is getting ridiculous. Both packages were addressed correctly and not received and many others have been significantly delayed OR I have been contacted that I must go in and pick up my packages for reasons unknown. Why am I paying for this service if I cant even trust that I will get the items myself or my mother has paid for or if I have to go pick them up myself?
I hope this answers all of your questions and that this situation can be remedied as soon as possible. Please let me know if you require additional information.

Thank you,

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

---------- Forwarded message ---------
From: Fetch Package Support >
Date: Mon, Sep 23, 2024 at 11:25?AM
Subject: Fetch Package **** | Escalated Package Review | *** Tracking Number: 1Z7433Y00314450270
To: >

Good Afternoon ****,

My name is ***** with the Escalations Desk at Fetch Package. Your case has been escalated to me, in regard to your *** package with the tracking number 1Z7433Y00314450270.

I see that you *****ed out to us back in July, and stated that you were missing this package, so we researched into it and completed an audit of all packages that were received back on Tuesday, July 23, 2024.
After completing our research, it was determined that your package was misdelivered by the Carrier (***), as the proof of delivery showed the package was shipped to "*******, **" where our facility is located, however, the package was delivered in "*********, **" instead.

Due to this, I can see from the tracking information showing on the *** site, that *** has issued a claim to the sender for your package as of Tuesday, August 27, 2024, at 7:56 PM.

Since this is an issue that has happened to you twice, I wanted to see if you could send me a screenshot of the exact address that was being used on your package. Having this information allows me to determine if there is anything that needs to be changed for those particular packages, or if these were issues caused by *** during the deliveries.

I look forward to speaking with you, and I hope that you are having a great day!

Best Regards,

*****

Escalations Desk

Regards,

**** ******
Business Response
Date: 09/26/2024
After further review of package with tracking number 1Z2020RR0337344074 our team has found the package, however it was addressed to a different resident and therefore delivered appropriately. Due to privacy issues, we are not able to provide the information on the shipping label. However, our team has issued the resident a letter which states we received the package with a different name on the label, and they can provide that to *** and the Vendor, so that they are aware that they label on the package did not have the appropriate residents information listed, although the tracking number was correct. This is a common issue that we have been seeing with *** and it could stem from incorrect information that they received from the vendor directly, or this could be an honest mistake that was made when the package was shipped out from ***. Either way, we can only go by what is directly listed on the shipping label.
Customer Answer
Date: 09/27/2024
Complaint: 22312368

I am rejecting this response because:
Fetch has indicated that *** applied a shipping label with the incorrect addressee on it and the package was delivered there to the incorrect person. However, ***** shows the shipping label receipt is correct. Fetch has provided no proof that *** labeled the package incorrectly. I wish for this complaint to remain open for at least 7 days so that I may contact *** to inquire about the allegation Fetch has made.
Regards,

**** ******
Business Response
Date: 09/30/2024
We are unable to provide the label on the package because we are sharing that residents personal information. Were sorry, but we cannot do that. We have already provided the resident with a letter explaining that we received the package with a different address label on it, again we advise the resident to contact the vendor or carrier. As we mentioned, we can only deliver packages to the address that is on the label. There is nothing further we can do at this time on our end.
Initial Complaint
Date:09/06/2024
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.
Package was delivered to the *****************************************************************************************. The package was EXPRESS delivery by DHL. I have the proof of delivery that it was signed off by ***** at Fetch on September 5th around 4pm. I physically went up to the Fetch Warehouse on September 6 around 11am because I never got a notification in my app to schedule for delivery. I emailed their Support team and have physically went to the warehouse. They made me sit there for 20 minutes and claim that they searched and concluded they don't have it. I needed my package for an event that I have to attend tonight. They are not taking responsibility for losing it or it being stolen. I am requesting a full refund of $72.80 which is what I paid for my package
Business Response
Date: 09/09/2024
We do apologize for the delay regarding the residents package ending in 9443. Our team was able to successfully log and deliver this package on 9/6/2024. Please understand that there can be up to a 24 hour delay from when a carrier marks the item as delivered and it shows in the residents account able to schedule for delivery. This is due to receiving and processing times at our facility. If we can be of further assistance, please let us know.

Customer Answer
Date: 09/09/2024
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,

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

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