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:01/19/2025

  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.

  False advertising false claims on rewards Lying about their rewards and I have screenshot proof of them lying

  Business Response

  Date: 01/20/2025

  Hello! Thank you for reaching out to the Fetch Team!
  
  Our Team reviewed this user's account along with their recent support ticket requests. With our team's investigation, we see that this user reached out about the ******************** Play game: Hexa Puzzle Game: Color Sort. This user was attempting to obtain points for a task that requires a purchase from within the game. However, this milestone is not available for the Hexa Puzzle Game: Color Sort game that this user inquired about. All eligible tasks are displayed within the game's tab by tapping on the game within the Fetch Play section of the Fetch app. 
  
  If this user is inquiring about a different game, we can review their missing game points in question with them further at ************************************************************.
  
  Additionally, our team discovered receipt submissions that this user was creating instead of purchasing from a retailer. This resulted in a deduction of points from this user's account, as this activity is not permitted under our Terms of Service. The removal of these points declined this user's pending ********************** due to the violation of our Terms of Service. 
  
  Please 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 28 (***************************************************).
  
  Warm regards,
  The Fetch Team
  
  

• Initial Complaint

  Date:01/16/2025

  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.

  I shopped through this app to collect 4000 points. They refuse to honor their offer and I provided endless proof that I shopped exactly as I was supposed to, for products that were not excluded and provided receipts showing I launched my purchase through the app. They will not do what is right with no explanation as to why they wont honor it

  Business Response

  Date: 01/17/2025

  Hello! Thank you for reaching out to the Fetch team!
  
  Our team reviewed this user's account. With our Investigation we have confirmed that this user reached out to us regarding a ***** Club Pick up order for redemption the following offer: "Pick-Up Order from ***** Club, Select varieties, must click in to redeem - ***** points"
  
  Additionally, we have confirmed that this user did not use the required link provided within the offer to complete the order in question. The offers terms specify that the link must be used to earn points. As such, this users order is not eligible for this offer's redemption. 
  
  If this user has any questions we can be reached at ************************************************************. 
  
  Warm regards,
  The Fetch Team
  
  

  Customer Answer

  Date: 01/17/2025

  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.] my screenshot very clearly shows the fetch logo in the top left corner proving this purchase was launched through fetch. 
  
  Regards,
  
  ****** ******

  Business Response

  Date: 01/17/2025

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

  Our team reviewed this user's account further. We have confirmed that the order was not completed by tapping the button provided within the offer.

  The screenshot provided to us indicates an order through the Fetch Shop feature. In order to be eligible for this offer, an order must be completed by tapping the button outlined within the offer's details.
  As the offer's qualifications have not been met, this user's order is not eligible for this offer's redemption.

  If this user has any questions we can be reached at ************************************************************.

  Warm regards,
  The Fetch Team

  
  

  Customer Answer

  Date: 01/17/2025

  [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:01/15/2025

  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.

  This business promises you points and promotional bonus points for buying certain products at certain places in exchange for some user information. They are not holding up to they end of agreed upon deal. I used there app exactly how they tell you to but they still will not give me the right amount of points as they advertise. This has been happened multiple times. I started reading more with other people have the same problems. They are doing false advertising to lure people in to spend money and to steal their information. I've talked to their support team and higher *** and they just pretty much tell me I'm beat. Help me and millions of others who are being explored by these scam artists.

  Business Response

  Date: 01/26/2025

  Thank you for reaching out to the Fetch Team!
  
  Our team has thoroughly looked into the issues outlined in the Better Business Bureau complaint. After further review, **** awarded points for these orders as a one-time exception. Please note that, per the retailers terms, points are calculated based on the pre-shipping and pre-tax order total. It's worth mentioning that each retailer has its own specific exclusions or conditions that may affect eligibility for points. These can include the use of coupons, discounts, or promotional codes, and this information is typically outlined under View excluded items. Additionally, retailers are responsible for sending us the order details necessary to reward points, and there may have been an issue with this process at the time of the user's order.
  
  For future reference, the user must ensure that all transactions are completed through Fetch Shop. If the user navigates away from the retailers site, complete the transaction on a desktop, or use a different mobile browser tab, the order may not be eligible for credit. For more information on Fetch Shop, check out this article: *****************************************************************************************************[]m_campaign=Macro&utm_medium=Internal&utm_source=Fetch-Support.
  
  If the user has any further questions, we are happy to assist at ************************************************************.
  
  Warm Regards,
  
  The Fetch Team

• Initial Complaint

  Date:01/11/2025

  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 not awarded to large rewards. When I contacted they company they said you cannot use coupons, however, this is not listed anywhere in the offer or policies. Another agent told me you can use coupons but no discounts, again this is not listed in the terms or policy. I've asked several times to provide the information where it says that but they cannot. I purchased items I normally would not solely for the rewards they won't give me without a reason.

  Business Response

  Date: 01/13/2025

  Hello and thank you for contacting the Fetch Team!
  A detailed investigation has been carried out into the matter raised in the complaint.
  Upon investigation, it was determined that this user did not qualify for the offer because $30.00 of ****************** items needed to be purchased for the offer to be completed. Fetch recognizes the final paid item price, pre-tax and after all other coupons/discounts/savings have been applied. Dollar General Cash was used during this transaction, bringing the total amount of ****************** products purchased to $14.50.
  The conditions of this offer are explained in the offer when the user clicks on it. We have also provided a screenshot of these conditions in our support tickets with this user.
  If this user has any other questions, we are happy to assist them at ************************************************************.
  Regards,
  The Fetch Team

• Initial Complaint

  Date:01/08/2025

  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 have used this app legitimately following the rules for over 5 years. I have never submitted anyone else's receipts they've always been mine. Yes I have several debit cards and gift cards. This app has deducted points twice from me telling me I have submitted receipts that weren't mine and this time for submitting fake receipts. When asked for proof of what receipts violated their policy they do not supply them. I have never altered a receipt of any type in any way. I can provide proof of all my debit cards and gift cards. I can even go back to the store and ask for a reprint of the receipt that they need if needed. This is unacceptable. They always do this after you redeem a gift card (pictures attached) but never supply and proof. Please help with this situation. This is theft of the consumer. I earned this points!

  Business Response

  Date: 01/09/2025

  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:01/07/2025

  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.

  FETCH WILL TELL YOU YOUR RECEIPT POINTS ARE APPROVED, THEN TAKE THE POINTS WHEN YOU GO TO REDEEM. THEY DON'T CONTACT YOU WHEN CANCELING POINTS. IF MY POINTS SEEMED FISHY TO FETCH THEY SHOULD HAVE CONTACTED ME FOR INFORMATION. I USED ONLY THE RECEIPTS FROM MY HOUSEHOLD OF 7 PEOPLE & 2 DOGS. GRANDMOTHER: DEBIT CARD, CREDIT CARDS, CASH, CHECKS MOTHER EBT CARD, CREDIT CARDs , DEBIT CARD, CASH, CHECKS SON EBT. CASH (UNDER 18 EBT CHILDREN CARDS) OLDER COUSIN: DEBIT CARD, CASH COUSIN, 17 AT THE TIME: DEBIT CARD, EBT CARD, CASH ME: DEBIT CARD, CREDIT CARD, CHECK CASH. 17 WAYS TO MAKE HOUSEHOLD PURCHASES. AFTER SUBMITTING MY RECEIPTS ALL POINTS WERE APPROVED BY FETCH. I REQUESTED A $25 & $50 PANDA ******* GIFT CARDS. FETCH GAVE ME THE $25 CARD, BUT SAID MY ****** WERE IN VIOLATION OF TERMS.Account Inquiries ****************************, 2024, 10:50AM CDT Hello, Thanks for reaching out. Weve recently noticed several receipts submitted on your account have violated our rules. Any points resulting from these submissions may be removed from your account. Please take a look at our Terms of Service here in order to avoid further violations.Particularly, please note that we do not allow the submission of receipts resulting from purchases that were not made by you, or on your behalf. Additionally, we prohibit the submission of receipts for purchases made on behalf of a business or other organization.We appreciate your enthusiasm for Fetch and hope you continue enjoying everything the app has to offer. If you have any questions about how Fetch works or whats allowed under our Terms of Service, please feel free to reach out at any time. Account ***************************** I WAS TOLD MY HOUSEHOLD COULDN'T USE THE AMOUNTS BOUGHT. I BUY AHEAD WHEN IT'S A DEAL. FETCH OFFERED 2X GENERAL ***** POINT USED COUPONS & BOUGHT SALE ITEMS THEN ADD IN THE GIFT CARDS. SO FETCH DIDN'T KNOW HOUSEHOLD SIZE, # OF PETS,17 POSSIBLE WAYS TO PAY, OR THAT WE BOUGHT AHEAD,. FETCH JUST MADE ACCUSATIONS WITHOUT PROOf

  Business Response

  Date: 01/07/2025

  Hello!
  
  Thank you for out to the Fetch Team!
  
  Our Team reviewed this user's account along with the activity in question. With our team's investigation we discovered that this user was submitting receipts that they, themselves, did not purchase. As a one-time exception, we have since returned the points that were affected. However, further submissions of receipts that were not purchased by this user may result in further removal of points.
  
  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 28 (***************************************************).
  
  Warm regards,
  The Fetch Team

• Initial Complaint

  Date:01/06/2025

  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 saved up my points on this app and got a Cracker Barrel gift card for $25. I tried to use the card at least three times, and it would not go through. The last time I tried to use it, Cracker Barrel actually looked up the balance and it was zero. I contacted Fetch, And multiple times they told me to contact Cracker Barrel. They refused to make the card right after I saved up the points.

  Business Response

  Date: 01/07/2025

  Hello!
  
  Thank you for reaching out to the Fetch Team!
  
  Our team reviewed this user's account. During our investigation we  can confirm that this user used their gift card in full on the date 8/27/2024. Our team has also reached out to this user to confirm this information as well. The user can contact the retailer's customer support team for more information. They may have more redemption tips and instructions. All restrictions are listed in the details of the gift card in Fetch and can vary from retailer to retailer. The user can contact their customer service team here: ************************************************.
  
  If this user has any questions we can be reached at ************************************************************.
  
  Warm regards,
  The Fetch Team  

  Customer Answer

  Date: 01/07/2025

  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.
  
  I have used multiple Cracker Barrel cards from this app. They are going back to a time when I did not use the card in question. The card still shows in the app that it is valid. All cards show used when they are processed.
  
  Regards,
  
  ******* ******

  Business Response

  Date: 01/08/2025

  Hello! Thank you for following up with the Fetch team!
  
  Our team reviewed this user's account. With our Investigation we have confirmed that this user used their gift card on 8/27/2024. 
  
  If this user has further balance inquiries, we recommend that this user can contact the retailer's customer support team for more information. They may have more redemption tips and instructions. All restrictions are listed in the details of the gift card in Fetch and can vary from retailer to retailer. The user can contact their customer service team here: ************************************************.
  
  Most rewards have the ***** as Used" option. This feature was created to help you keep track of which gift cards have been spent and which ones have not. This user can utilize this feature in the future to mark what gift cards have been redeemed. 
  
  If this user has any questions we can be reached at ************************************************************. 
  
  Warm regards,
  The Fetch Team
  
  

  Customer Answer

  Date: 01/08/2025

  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 

  The first picture is of the card still in my app as of yesterday not used. The second picture is USED cards that I DID NOT mark as used. I have kept track of all cards I have used by writing them down in a tablet. My tablet matches the ones I have used. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:01/05/2025

  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 redeemed points on the fetch app for a 50 gift card to *******, when ever i have tried to use the gift card it is declined due to technical difficulties, I contacted ******* and the *** told me the is valid but there is hold on the card by the fetch company, I have contacted several times and they told me there was nothing they could do, I I want is to be able to use the gift card i have earned or have the points reinstated, ****** points. Thank you for your kind attention

  Business Response

  Date: 01/15/2025

  Hello! Thank you for reaching out to the Fetch team!

  Our team reviewed this user's account and reward in question. With our review we can confirm that there was a $50 ******* gift card redeemed on 1/1/2025. We have also identified an irregularity with the reward in question.

  We here, at Fetch, are committed to ensuring a positive experience for all our customers. As such, our Team has refunded the total number of points used for this reward. These ****** points are currently available to the user and can be used toward a reward of their choosing! As a show of our appreciation for this user's patience as we investigated this issue, we have awarded an additional ***** points to this user's account.

  While we believe we have acted appropriately, we recognize the importance of customer satisfaction. With all eligible points from their ******* reward being fully refunded to the user, we have determined that our actions helped the user reach their desired settlement and we consider this user's issue resolved.

  If this user has questions, or further issues locating their reward, we can be reached at ************************************************************.

  Warm regards,
  The Fetch Team

  
  

• Initial Complaint

  Date:01/05/2025

  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 advertises that if you use their "Shop" to order items through certain retailers, you will receive extra points. I ordered ink from ******* from the "Fetch shop." I was supposed to get 15 points for every dollar I spent. The total was $44 (not including tax or shipping.) I should have received 660 points. Instead, I received 100 points and a notice that the item I ordered was "excluded" from the list of items eligible for the promotion. When I inquired for the list, ink was not on it. When I inquired further, was told the ink was on a list of excluded SKUs not eligible, but they could not provide a list of excluded SKUs. I feel like Fetch is encouraging users to shop through their store and they are getting kickbacks from retailers without providing users the promised points, and they are not warning users ahead of time that there may be exclusions.

  Business Response

  Date: 01/07/2025

  Hello!
  
  Thank you for reaching out to the Fetch Team!
  
  Our Team reviewed this user's account and our team has decided to award the user the 660 points for this order. ******************** does not what products are ineligible for offer points as these are things determined by the retailer! Please note that Fetch awards points based on the pre-tax order total.This user can review these points by tapping on their Account tab and select Points activity to view your point history and past receipts. Their point history shows recent changes to their overall point balance like snapped receipts, completed referrals, Fetch Play earnings, and redeemed rewards.
  
  We here, at Fetch, are committed to ensuring a positive experience for all our customers. While we believe we have acted appropriately, we recognize the importance of customer satisfaction. With all eligible points from their ******* Shop order being fully awarded to the user, we have determined that our actions helped the user reach their desired settlement and we consider this user's issue resolved.If this user has any other questions, we are always available at ************************************************************.
  
  Warm Regards,
  The Fetch Team

• Initial Complaint

  Date:01/02/2025

  Type:Customer Service 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.

  This company is extremely shady and unethical. I have been using the app for a few months now and in addition to scanning receipts, have been playing games to earn points. After playing Coin Master for several weeks, I was having no issues with have the points credited to my Fetch account after completing applicable levels. 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. I went ahead and continued playing but noticed that Level 80 was never marked as complete in Fetch. Therefore, when I reached Level 100, I did not receive the ****** points I was owed. I once again opened a ticket, including all of the require screenshots. I was told there was nothing they could do and that I was encouraged to play other games. Fetch is a complete scam. They are willing to award points in small increments, but once you reach the higher levels they mysteriously stop.

  Business Response

  Date: 01/04/2025

  Thanks 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 came to the conclusion that the game the user was playing stopped tracking their progress and will be awarded ****** points for playing Coin Master as a one-time exception.

  Fetch Play is a new feature in the Fetch app that allows users to win points by playing their favorite mobile games. We apologize for the trouble and are actively working to better this experience for our users.

  Should the user have any other questions, they can reach out to us at ************************************************************.

  Warm Regards,

  The Fetch Team

  Customer Answer

  Date: 01/04/2025

  [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,
  
  ******* *****