Complaints

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:02/04/2025

  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 uploaded my receipt for an offer, spend $9 on certain ice cream and receive 3600 points, limit of 3 offers. I purchased $28 worth of said ice cream. I was to get ******. The receipt did not identify any products, despite them being correct. I sent the proof, and was told the offer expired, which it hadn't at time of purchase.

  Business Response

  Date: 02/04/2025

  Hello and thank you for reaching out to the Fetch Team! We have conducted a comprehensive examination of the concerns presented in the complaint.
  After investigation, we can confirm that the offer this user is referring to expired before the receipt was submitted on 02/03. Only receipts submitted while the offer is active will receive the offer points. Offers have limited availability, and although we try to keep them open within the specified timeframe, sometimes popular offers end earlier than expected due to high demand.
  If this users sees a "#" left tag on an offer they are interested in, redemptions are running low! We recommend this user snap their receipts right after their purchase so that they do not experience this in the future.
  If they have any further questions, they can reach out to us at ************************************************************.
  Regards,
  The Fetch Team

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  This is classic bait and switch. I did submit the receipt as quickly as I could after purchasing. Why offer something with zero intentions of honoring it? I've been a member for a long time and it seems like that isn't valued at all, over approximately $10 that I rightfully earned. I'm heavily disappointed that they're going back on their promise of promotion.
  
  Regards,
  
  ****** *****

  Business Response

  Date: 02/04/2025

  Hello!
  Thank you for reaching back out to the Fetch Team.
  We can confirm that this offer was terminated 02/03/2025 at 3:20PM and the receipt with the qualifying items was submitted on 02/03/2025 at 4:28 PM. Offers have limited availability. While we aim to keep them open for the specified timeframe, popular offers may end earlier than expected due to high demand.
  We are always available at ********************************** with any further questions.
  Regards,
  The Fetch Team

  Customer Answer

  Date: 02/08/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  It would appear as though if an offer "expires," you don't remove it? Why was I able to see it when I uploaded, but not receive points? I'm also very curious as to why your customer support requested I email for a "second look" via my rating on the app store, when you're being less than helpful.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:02/03/2025

  Type:Service or Repair 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.

  Ive been scanning my receipts for over 4 months trying to get my granddaughter a bath and body works gift card. Finally after 4 months I got enough points to cash out. Then after waiting on them to process it. Days later I look and fetch rewards took away ****** points without any explanation of why. I ask them to look into this. And get a response of some general policy. But again no straight answer or anything. Not even any evidence to prove to me. Or even how they came up with a fictional number of ******. This is a scam. Ive had this done to me before by fetch rewards. Without any proof or evidence. I am requesting my ****** points back. And after reading so many responses and complaints that this has happened to other people. I believe fetch rewards shouldnt be allowed to operate. But I am asking for my points back. Because Ive been waiting to earn enough reward points for over 4 months. And I am requesting that fetch rewards bring some visual proof and evidence on why they did this in the first place. Plus how they got this fictional number to take away. *** requested this over and over. But with no response.

  Business Response

  Date: 02/05/2025

  Hello and thank you for reaching out to the Fetch Team. The concerns raised in the Better Business Bureau complaint have been subject to a thorough investigation.
  While investigating, it was discovered that this user was submitting receipts from purchases not made by them personally, which is a direct violation of our Terms of Service.
  We have since issued these points back as a one time exception, but we recommend that this user review section 34 of our Terms of Service (***************************************************)
  If this user has any questions, we are available at ************************************************************.
  Regards,
  The Fetch Team

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your respons here.]

  I only agree with half of their statements and resolution. I received the credit for my points back. And have explained to fetch rewards my receipts from ******** purchases are mine. And it does say I can use them.  But I  cant get my account to link with **********************. After many attempts to do so with unsuccessful results. I told fetch rewards that I will not scan anymore of my receipts from my orders with DoorDash. This is to prevent any future problems. But I encourage fetch rewards to fix a way so that a person can better link their DoorDash orders with fetch rewards. So they could at least earn the points. I know Ibotta system doesnt have any issues with linking receipts together. This is an acceptable resolution. And I submitted this complaint before the reimbursement of the points. But couldnt get the complaint cancelled. 
  
  Regards,
  
  **** *******

  Business Response

  Date: 02/05/2025

  Hello and thank you for reaching back out to the Fetch Team.
  We do appreciate this user's feedback. We are committed to continually improving our systems to ensure that this user can capture their eReceipts via the proper channels. Our Support Team has contacted this user with troubleshooting steps and invite them to reply so that we can investigate the root cause of this issue.
  If they have any questions, we are available at ************************************************************.
  Regards,
  The Fetch Team

  Customer Answer

  Date: 02/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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:02/01/2025

  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.

  Won't give me my credit

  Business Response

  Date: 02/02/2025

  Hello and thank you for reaching out to the Fetch Team!
  
  Our team has thoroughly looked into the issues outlined in the Better Business Bureau complaint. After further investigation, we have decided to award the user ****** points back to their account as a one-time exception.
  
  We would like the user to note that within our Terms of Service, which was agreed upon when the user signed up, any form of fraudulent activity is a violation of these Terms. Fetch may take any action in its sole discretion against any activity it deems fraudulent, including deducting some or all of an account's Points, terminating the account, and taking any other legal or equitable action which may be available to us.
  
  We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 34 (***************************************************).
  
  Should the user have any further questions, we are always available at ************************************************************.
  
  Best Regards,
  
  The Fetch Team

• Initial Complaint

  Date:01/30/2025

  Type:Product 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 January 12th, I had over ****** points in my Fetch account. On January 13th, ****** of my earned points were removed from my account and a ***** gift card was given for charity. I did not purchase this as I was saving for a ***** gift card, which I was getting close to earning. I emailed the Fetch Company three times and with no resolution. The final email they sent me stated there was no other recourse and that my case had been closed! Their handling of this situation was very unprofessional!I just want my ****** points back, and take the charity gift card out of my account. Also, when I searched for the emails as evidence, they all mysteriously disappeared! Just give me my ****** points, which I didn't authorize to be taken from my account.

  Business Response

  Date: 01/31/2025

  Hello! Thank you for reaching out to the Fetch Team!
  
  Our team reviewed this user's account. We have confirmed that this user redeemed ****** points for a donation to "Charity ************************* reward redemptions are final. Once a reward is available for use, we are unable to make any changes. 
  
  For future reference, reward redemptions that are still in the processing stage will have a "Cancel Reward" option that is visible when you tap on the reward in the My Rewards section. Tapping on this will cancel the processing of it and refund you the points that were spent on the reward. Kindly note that the option to cancel a reward may not be available for future redemptions.
  
  If this user has any questions we can be reached at ************************************************************. 
  
  Warm regards,
  The Fetch Team
  
  

  Customer Answer

  Date: 02/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***** *******

  Business Response

  Date: 02/07/2025

  Thank you for reaching back out to the Fetch Team.
  We were more than happy to take a closer look at this user's account. On 01/10/2025 a Charity ****** reward was redeemed on this user's account. Unfortunately, all reward redemptions are final as we have no way to rescind them.
  After a thorough investigation, we also confirmed that there was no unauthorized login to this Fetch account. Fortunately, user's have the ability to approve or decline new devices when they log into their account. We just want to let the user know that we take security very seriously at Fetch and can confirm that their Fetch account has not been compromised. Kindly note that per our Terms of Service, we ask that the owner of any Fetch account be responsible for the security of their account.
  If this user has any questions, we are always available at ************************************************************.
  Regards,
  The Fetch Team

  Customer Answer

  Date: 02/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:01/30/2025

  Type:Product 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 file a complaint against Fetch Rewards regarding their refusal to reactivate my account. I recently attempted to change my email address on the app (my previous account email was ********************* and in the process, I deleted my account, believing I would be able to create a new one with my updated email. However, I have since been informed that once an account is deleted, I am permanently banned from using the ****** no point do I recall signing or agreeing to any terms that stated deleting my account would result in a lifetime ban. Had I been aware of this policy, I never would have proceeded with the deletion. I was not attempting to violate any terms or exploit the systemI simply wanted to update my email address to continue using the app as usual.I have reached out to Fetch Rewards multiple times, requesting reactivation or a reasonable solution, but they have refused to assist me. I find this to be an unfair and overly rigid policy, especially considering I had no prior issues. I am hoping that with the BBBs involvement, Fetch Rewards will reconsider my case and allow me to use their app again.Thank you for your time and assistance. I appreciate any help you can provide in resolving this matter.

  Business Response

  Date: 01/31/2025

  Hello! Thank you for reaching out to the Fetch team!
  
  Our team reviewed this user's inquiry. We have confirmed that we received a request to confirm an account deletion on 12/20/2024. It is stated multiple times throughout the account deletion process that deleting their account in irreversible. In a response to this user on 12/20, it is stated: 
  
  "Deleting your account is permanent and irreversible.
  All of your account data, including points, receipts, and reward information, will be permanently deleted. You will not be able to use Fetch in the future or create a new account."
  
  Within the request form there is a disclaimer stating: 
  
  "**This form WILL RESULT IN A DELETION OF YOUR ACCOUNT**. You will no longer be able to use Fetch, and it will result in the removal of your user information. If you have a different request, please do not continue with this form and send an email to ********************************** instead."
  
  As this user confirmed their account deletion, as such we have honored their request to delete their account. As a result, they will no longer be able to use our app. For more information this user can review our Privacy Policy here: *************************************************
  
  Warm regards,
  The Fetch Team
  
  

  Customer Answer

  Date: 01/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Could I please be provided a copy of these forms? Again, I am requesting to please have my account reinstated or reactivated. 
  
  Regards,
  
  ****** Lubigan

  Business Response

  Date: 02/06/2025

  Hello! Thank you for following up with the Fetch team!

  Our team reviewed this user's inquiry once more. We have confirmed that we received a request to confirm an account deletion on 12/20/2024. We have confirmed that multiple acknowledgements of account deletion were checked within the form received. We have provided examples of the disclaimers shown within the form that users fill out to complete the account deletion process.

  While we believe we have acted appropriately, we recognize the importance of customer satisfaction. However, as this user confirmed their account deletion within the form we received, in accordance with the confirmations received, we have deleted this user's account and they are no longer able to access or use the Fetch app. As such, we consider this user's issue resolved.

  For more information this user can review our Privacy Policy here: *************************************************

  Warm regards,
  The Fetch Team

  Customer Answer

  Date: 02/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Good afternoon-

  Thank you for the response however due to this mistake, I am still not understanding why I will be unable to use the app entirely, even with a new email and new phone. I am asking that this block be lifted so I can make a new account, if my account is unable to be reinstated with my previous email. 

  
  Regards,
  
  ****** Lubigan

• Initial Complaint

  Date:01/28/2025

  Type:Billing 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 Fetch Rewards account was suspended indefinitely without any explanation. I contacted Fetch Rewards to resolve the issue but received no clear response or resolution. The email associated with the account is ********************** I rely on this account for redeeming **********************, and this suspension has been highly inconvenient. I am seeking a clear explanation for the suspension and the immediate reinstatement of my account.

  Business Response

  Date: 01/29/2025

  Hello! Thank you for reaching out to the Fetch Team!
  
  Our Team investigated this user's account further. We confirmed several instances of this user creating multiple accounts associated with their information that went against our Terms of Service in an attempt to gain Fetch points. Due to these actions, this user's account(s) were suspended. However, we are providing a one-time exception and have reactivated the user's account associated with their iCloud account.  
  
  Further actions that violate our Terms of Service will result in deducted points or further deactivation(s). We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 27 (***************************************************).
  
  In our Terms of Service, which was agreed upon when you signed up, any form of fraudulent activity is a violation of these Terms. Fetch may take any action in its sole discretion against any activity it deems fraudulent, including deducting some or all of your Points, terminating your account, and taking any other legal or equitable action which may be available to us.
  
  If the user has any other questions, please feel free to reach out to us at ************************************************************.
  
  Warm regards,
  The Fetch Team
  
  

  Customer Answer

  Date: 01/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Points are missing from the Fetch account and I did not create several accounts, etc. My points needs to be restored and I advise that they should reach out to me in the future about things regarding this since it could be in error.
  
  Regards,
  
  ******* *********

  Business Response

  Date: 01/30/2025

  Thank you for following up with the Fetch Team! 
  
  Our team has thoroughly looked into the issues outlined in the Better Business Bureau complaint. After careful consideration, our team has concluded that the decision regarding these violations is final.
  
  The user may continue to use their ******************** account as normal but will not be awarded back any previous Fetch points. 
  
  Further actions that violate our Terms of Service will result in deducted points or further deactivation(s). We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 34 (***************************************************).
  
  In our Terms of Service, which was agreed upon when you signed up, any form of fraudulent activity is a violation of these Terms. Fetch may take any action in its sole discretion against any activity it deems fraudulent, including deducting some or all of your Points, terminating your account, and taking any other legal or equitable action which may be available to us.
  
  If the user has any further questions, we are always happy to help at ************************************************************.
  
  Warm Regards,
  The Fetch Team

• Initial Complaint

  Date:01/27/2025

  Type:Sales and Advertising 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 had a promotion titled "Feed Your Game Day" in which you could earn ****** points. They claim that it's the same promotion titled "General ***** Products". The promotion pictures for both deals are different and the titles are different. When I contacted Fetch they state that I am only redeem the "Game Day" promotion once. But as you can see by the "****************** Product" promotion, it doesn't state its the same as " Game Day" promotion. The promotion pictures are different, the promotion titles are different, and there IS NO disclaimer that states "Feed Your Game Day" and "General ***** Products" is the same promotion.

  Business Response

  Date: 01/27/2025

  Hello and thank you for reaching out to the Fetch Team!
  Our team has thoroughly looked into the issues outlined in the Better Business Bureau complaint. 'Feed Your Game Day' is the title of the segment we are offering to our users. Underneath the 'Feed Your Game Day' banner, there are multiple offers to redeem. However, it is listed on the same page that there is a limit of 1 use of these offers per user.
  Since this user already received one of the offers on their receipt from 01/26, they have hit the limit and are not eligible for any other offers under this segment.
  If this user has any further questions about this, they are able to connect with our Support Team at ************************************************************.
  Regards,
  The Fetch Team

  Customer Answer

  Date: 01/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [The issue isnt that i used the same offer, the issue is that the offer was presented in a different way,  therefore appearing to be a new offer. They are claiming that the title "Feed your Game Day" is the exact same offer as "General ***** Products" is ridiculous. On the "Feed Your Game Day" poster it says "Game Day", but theres no "Game Day" on the "General ***** Product". So, how am I supposed to know it's the same offer when, also there's ZERO mention that "Feed your Game Day" is the same as "General ***** Product". I literally thought it was a new offer.  ]
  
  Regards,
  
  ******* *******

  Business Response

  Date: 01/28/2025

  Hello! Thank you for following up with the Fetch team!
  
  Our team reviewed this user's account further. Where this user is seeing "Feed Your Game Day" within the app, there will also be other offers associated with the current segment banner. Scrolling down, after tapping on the Feed "Your Game Day Banner", will showcase multiple offers for ****************** products that are linked/associated under this banner segment. One such offer being "Spend $30 on ****************** Products". 
  
  Each offer has their own Terms and Conditions. One such condition for this offer was the limit of one(1) redemption, which subsequently, this user did complete on a Target order from 1/18/2025, with a total of $35.50. 
  
  As this user has reached the allotted number of redemptions for this offer, no additional points will be awarded to this user. However, we appreciate the feedback that this user has provided and have passed this along to our Team. 
  
  If this user has any questions we can be reached at ************************************************************. 
  
  Warm regards,
  The Fetch Team
  
  

• Initial Complaint

  Date:01/24/2025

  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 was having no issues with have the points credited to my Fetch account after completing applicable levels on Coin Master . Once I hit level 80, I noticed the points stopped. I opened a ticket with Fetch customer support in which they manually credited my account.And they say I should choose another game cause they would not be able to credit me again with points if it happens again .So if I reach 100 like this gentleman below me experience same thing I would not get those points . Points motivated me to play the game and get rewarded and now seems like Im not the only one . Ridiculous

  Business Response

  Date: 01/27/2025

  Hello! Thank you for reaching out to the Fetch Team.
  Our Team reviewed this user's account and their recent support requests in question.
  This user reached out to us on 01/24 regarding missing Fetch Play points. During this conversation, our Support Team awarded ***** points as a one-time exception for this particular game. If a game stops awarding points, it may have disconnected from our servers, preventing the user from receiving the points they have earned earned. Unfortunately, once a game stops awarding points, it is unlikely to start again. We did inform the user that this was a one-time exception at the time.
  We are happy to provide a one-time adjustment for missing points on games; however, we cannot process multiple adjustments on one game as it may impact our reporting.
  We encourage the user to explore your catalog of games and try something new! If they have any questions about this, we are more than happy to answer them at ************************************************************.
  Regards,
  The Fetch Team

  Customer Answer

  Date: 01/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed .

  They say it not on the servers or catalog which is not downloadable but under my games its still active and I enrolled to complete the game and there was no expiration and it says 42 days until completion and its not expired 

  even now under my games expired it not marked .

  so they just avoiding to respect 42 days and its not expired 

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

  Business Response

  Date: 01/29/2025

  Hello! Thank you for following up with the Fetch team!
  
  Our team reviewed this user's account further. We have confirmed that we have already credited this user's account for a previously completed task from the game in question. Currently, we are only able to credit a game that is missing points once as a one time exception. These points were added directly to their account. They won't show up in Fetch Play, but you can view them by tapping Points activity on your Account tab.
  
  There a few reasons as to why a game can stop awarding points. This *********** article highlights possible reasons as to why a game will stop awarding points: ***************************************************************************************************************************************
  
  We encourage this user to try a new game under their ******************** Play "Catalog". However, if they are still enjoying Coin Master, they can still play the game for enjoyment. Please note that we're unable to manually award any additional points. 
  
  If this user has any questions we can be reached at ************************************************************. 
  
  Warm regards,
  The Fetch Team
  
  

• Initial Complaint

  Date:01/22/2025

  Type:Customer Service 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.

  An agent by the name of ******************************** is barring me from reaching out to any other customer support that works for **********************. She's sending me automatic email responses sighting California consumer laws as an excuse as to why they will not delete my account . Every time I reach out through customer support I don't receive a a human response, I received an automatic almost immediate response saying they won't be deleting my account no one's actually taking the time to look and respond. I just want my account deleted and now I would like to report this agent as well

  Business Response

  Date: 01/23/2025

  Thank you for reaching out to the Fetch Team!

  Our team has thoroughly looked into the issues outlined in the Better Business Bureau complaint.Having taken the time to carefully assess the case, we would like to inform the user that the decision reached is final. Our team discovered several instances of this user uploading receipts that went against our Terms of Service.

  Per the consumer privacy act - a company may refuse deletion of an account if we need to protect ourselves against fraudulent or illegal activity (which is what the user participated in when they utilized Fetch and created fake receipts).

  We can persist their information to ensure they can no longer use the application and/or create a new account.*********************************************************************** business or a service provider shall not be required to comply with a consumers request to delete the consumers personal information if it is necessary for the business or service provider to maintain the consumers personal information in order to:

  1. Detect security incidents, protect against malicious, deceptive, fraudulent, or illegal activity; or prosecute those responsible for that activity.

  
  If this user has any questions, we are always available at ************************************************************.

  Warm Regards,

  
  The Fetch Team

  Customer Answer

  Date: 01/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This account a duplicate account. This is the second account that I have for Fetch. But if youre OK with having duplicate accounts, thats fine. Stay blessed
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:01/22/2025

  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.

  Hello,I have been using Fetch for several years. I have never had any issues submitting e-receipts or photo receipts or redeeming reward gift cards until now. This month was the first time that Fetch deducted my points claiming one or more of your recent receipts broke the rules, so we corrected your points. I did not break any rules or violate the terms and Fetch did not offer any proof, evidence, or explanation for the deduction. I spent over $1,600 shopping the Fetch deals this month and earned ******* points. I used these points for the reward gift cards but on the third day the gift cards were declined and the points were removed from my account. I have receipts and bank statements that prove I made these purchases and did not return any items. I spent my money to complete deals to earn the points and rewards. It was convenient to shop the deals to stock up on items and to get something back for participating in the rewards program. I followed all of the rules and earned these points and would like the ******* points returned to my account. Please let me know if you could help me with this.

  Business Response

  Date: 01/22/2025

  Hello! Thank you for reaching out to the Fetch Team!
  
  Our Team investigated this user's account. We confirmed several instances of this user uploading computer generated receipts that went against our Terms of Service in an attempt to gain Fetch points. Due to these submissions, ******* points were deducted from this user's account. We have decided to credit this user ****** points back to this user's account as a one-time exception. 
  
  The user will not be able to get the remaining points in question back. Further submissions that violate our Terms of Service will result in more deducted points. We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 27 (***************************************************).
  
  In our Terms of Service, which was agreed upon when you signed up, any form of fraudulent activity is a violation of these Terms. Fetch may take any action in its sole discretion against any activity it deems fraudulent, including deducting some or all of your Points, terminating your account, and taking any other legal or equitable action which may be available to us.
  
  If the user has any other questions, please feel free to reach out to us at ************************************************************.
  
  Warm regards,
  The Fetch Team
  
  

  Customer Answer

  Date: 01/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  Hello,

  I disagree with the point deduction and accusation of uploading computer generated receipts. I received and submitted legitimate e-receipts for these points as usual. I have never submitted fraudulent or computer generated receipts. I dont know how to make computer generated receipts. I earned ******* points by (1) purchasing the promoted items, and (2) receiving e-receipts from the two stores in my email, and (3) clicking the e-receipt button on the Fetch app which then scanned my email for receipts. These ******* points were earned by making multiple purchases at two different stores online. Fetch has accepted previous e-receipts from these and other online purchases because they are legitimate transactions and the stores email legitimate e-receipts after making a purchase. This is the sole purpose of the e-receipt function on Fetchto scan the users email for e-receipts. These specific e-receipts were accepted by Fetch until I requested the reward gift cards. If a user submits an expired receipt, ******************** does not accept the receipt at the point of scanning. If a user scans an expired receipt, a notification pops up saying the receipt is too old, it gets rejected, and the user does not earn points. Based on this function, one would assume that if a user submits a fraudulent receipt, a notification would pop up rejecting the receipt for that specific reason. I have never received a notification of a fraudulent receipt because I have never submitted one. I never received any notice of violation or using computer generated receipts. None of my receipts have ever been rejected for this reason simply because I have never done that. 

  Business Response

  Date: 01/27/2025

  Thank you for reaching back out to the Fetch Team.
  After reviewing once more, we can confirm that this user uploaded eReceipts and cancelled them in an attempt to gain Fetch points fraudulently. While the points were deducted from this account for the fraudulent activity, we have decided to award ****** points back to the account as a one-time exception. We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 27 (***************************************************).
  If the user has any other questions, they are more than welcome to reach out to us at ************************************************************.
  Regards,
  The Fetch Team
  

  Customer Answer

  Date: 01/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  

  Hello,

  I disagree with the accusation of fraudulent activity and did not cancel any purchases.