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:01/02/2025

  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 went into ************** today to a deal with General ***** and Fetch that I had seen posted countless times. I bought the correct items and should have been credited ****** points but Fetch refused my General ***** points stating that I did not meet the threshold. But I have proof that they awarded it to many others who paid less than I did. Fetch does not apply its points in a consistent, transparent and fair manner leaving them open to legal action. I would like my account to credited correctly. I have sent them screenshot proofs of others being awarded the correct amount and would like to be made whole.

  Business Response

  Date: 01/03/2025

  Hello,
  Thank you for reaching out to the Fetch Team!
  We appreciate the opportunity to address your concern.
  Our team has reviewed the receipt and based on our investigation, we found that the receipt submitted did not meet the specific requirements for the offer in question. While we understand that you may have seen examples of others being credited differently, please know that errors can occasionally occur. However, these instances do not alter the requirements or thresholds necessary to qualify for a particular reward.
  We strive to maintain transparency and consistency in our processes, and our Terms of Service outlines how offers are earned and applied. To provide clarity, we encourage you to review the offer requirements as outlined in the Fetch app.
  We genuinely value your participation in Fetch and remain committed to providing a fair and rewarding experience for all users. If you have additional questions or need further assistance, feel free to reach out.
  Warm regards,
  The Fetch Team

• Initial Complaint

  Date:12/31/2024

  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 has declined my points submission for a $25 JCP gift card. I have personally shopped for/ checked out and delivered EVERY order I have submitted receipts for. I shop for family and friends and these are all purchases made by me personally. There is nothing in the Fetch "rules" that states I must USE every purchase myself. This is the 2nd time I have been denied my reward. I feel I am being scammed. I want my points reissued and my gift card sent.

  Business Response

  Date: 12/31/2024

  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

  Customer Answer

  Date: 01/01/2025

  [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:12/27/2024

  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 been a user of the ******************** reward system for years. I have always successfully submitted receipts without any issues. This year for the first time I was disqualified based on supposed violation of terms with no proof or evidence that was shown to me. Just a few weeks ago, I submitted ****** points for a $25.00 Texas Roadhouse Gift Card and was denied and my ****** points were removed and never restored to my account, I made several attempts with Fetch and they only indicate I did not follow the Rules and provided no proof to me. I followed all Rules and would like my ****** points back to my account. This is very disappointing as I spent money to complete deals in order to obtain rewards and points. I think they are scamming customers now to complete deals and not pay out the rewards. Again, I would like for my ****** reward to be restored or send me my $25.00 Texas Roadhouse Gift Card.

  Business Response

  Date: 12/30/2024

  Thank you for contacting the Fetch Team.
  We have thoroughly reviewed the concerns outlined in your complaint. Following a detailed investigation of the user's account, we have made the decision to reverse the point deduction and reinstate ****** points to the user's account. Additionally, our team has reached out to the user via email to address this matter.
  Best regards,
  The Fetch Team

• Initial Complaint

  Date:12/23/2024

  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 was issued a gift card of my choice by redeeming $50 worth of rewards for a Stub Hub gift card. Upon entering the code into the system I immediately receive an invalid code. I have contacted fetch and Stub Hub multiple times regarding this issue. ******** said to go back to the company that issued the gift card. I have sent dozens of emails to Fetch and have requested to communicate with a manager but keep getting the same canned responses. I often get people asking me questions like. Did I go into the store and other irrelevant chatter. I would like to have a new gift card issued if the problem can not be resolved. I have numerous emails sent from many different representatives at Fetch asking me the same questions over and over without reading the email string. I have yet spoken to a manager or to anyone with authority to solve the problem.

  Business Response

  Date: 12/30/2024

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

  Our team reviewed this user's account. We confirmed that this user reached out to us regarding a StubHub reward. During our investigation we see that the user provided screenshots of the reward code showing as 'invalid'. We can only confirm that the reward was processed to the user's ******************** account. We are unable to verify balance related inquiries.

  We do recommend that this user tries typing the code manually. We also recommend visiting the specific web address listed in the redemption instructions for StubHub reward activations here:  *************************************************

  If that does not work, we recommend reaching out to StubHub's Support Team as we are unable to verify balance related inquires.

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

  Warm regards,
  The Fetch Team

  
  

  Customer Answer

  Date: 12/30/2024

  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 followed all of the instructions given to me from Fetch. Fetch issued a gift card number, I entered the gift card number via cut and paste and entered the number manually too. The gift card shows invalid. I went back to the issuing company Fetch, to resolve the issue as they are the issuing party and they are asking me to solve the problem with the company that the gift card was issued too. I have spent hours on the phone with StubHub and they say to reach back out to the issuing company Fetch. If I bought a gift card for ********* at *** Thumb (grocery store) and I went to use it at ********* and there was a problem. They would tell me to go back to *** Thumb with the receipt. I have done everything that I was asked to do from Fetch and it did not make the gift card number work. 
  

  I would like a new gift card issued or the points put back into my account.

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

  Business Response

  Date: 12/31/2024

  Hello! Thank you for following up with the Fetch team!
  
  Our team reviewed this user's account. Our Team decided to create a Support Ticket to better assist this user. Our Team has escalated this issue to the proper Team, and will follow up with this user within the Support Ticket created, #********. 
  
  We appreciate this user's patience as we review this issue. Our Team will be in touch! 
  
  If this user has any questions we can be reached at ************************************************************. 
  
  Warm regards,
  The Fetch Team
  
  

• Initial Complaint

  Date:12/15/2024

  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.

  I was denied a $25 ****** gift card twice this month. They will only give me scripted answers. The first time they said I violated the *** and took back the points. All my purchases were bought by me or bought for my families behalf and I had the physical receipts. The 2nd time it said I didnt have enough points when I do have enough points. This is pretty shady of this company to do this at Christmas time when I was counting on this be Amazon gift cards to try to get my 5 kids some thing for Christmas. I never had problems redeeming points before until this month. This company must be run by the grinch.

  Business Response

  Date: 12/17/2024

  Hello! Thank you for reaching 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
  
  

  Customer Answer

  Date: 12/17/2024

  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 tried twice to get a $25 Amazon gift card and waited 3 days twice in total of 6 days just for my gift card to be rejected. I want my Amazon gift card.
  
  Regards,
  
  ******* ******

  Business Response

  Date: 12/31/2024

  Hello! Thank you for following up with the Fetch Team!
  
  Our Team reviewed this user's account along with the activity in question once more. With our team's investigation we have confirmed that rewards were originally declined due to the removal of this user's points. We have also confirmed that points that were previously removed, were awarded back to this user's account. This user can redeem these points for a reward of their choosing. 
  
  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:12/11/2024

  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 have been a user of the reward system for the past two years. I have always successfully completed deals and submitted proof without any issues. This year for the first time I was disqualified based on supposed violation of terms with no proof or evidence that was shown to me. This is very disappointing as I spent money to complete deals in order to obtain reward. Im using the same device and network from previous years to complete deal. I think they are scamming customers now to complete deals and not pay out the reward. I would like for my reward to be paid as owed and will never use them again afterwards.

  Business Response

  Date: 12/13/2024

  Thanks for taking the time to reach out to the Fetch Team!
  
  Our team is having trouble locating the user's account. We need their updated phone number and email address to further investigate this issue.
  
  Thanks,
  
  The Fetch Team

• Initial Complaint

  Date:12/09/2024

  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.

  Fetch has a rewards program that gives you gift cards after accumulating required points. I accumulated enough points to receive a gift card for *********. I was awarded a $50 dollar gift card online. Prior to redeeming the use of the gift card it disappeared from the system. I have made numerous attempts to solve this issue with Fetch to no avail through an automated system.

  Business Response

  Date: 12/11/2024

  Hello! Thank you for reaching out to the Fetch team!
  
  Our team reviewed this user's account and reward in question. We can confirm that there was a $50 Southwest gift card redeemed on 6/28/2024. This reward is showing as fully processed and is available to this user. This user can locate their reward by tapping on their point balance in the top right-hand corner of the screen. Tap the 'My rewards' section and select the reward to view more information.
  
  Please note that most rewards have the ***** as Used" option. This feature was created to help you keep track of which gift cards you have spent and which ones you have not. If this user is unable to locate their reward under 'My rewards' it is possible that the ***** as Used" button was accidentally clicked when rewards were viewed within this user's app. 
  
  This user can locate ********************** that were 'Marked as Used' by scrolling down to the "Used Rewards" section on the 'My Rewards' tab. To return the reward to its previous location, just tap "Used".
  
  If this user has questions, or further issues locating their reward, we can be reached at ************************************************************. 
  
  Warm regards,
  The Fetch Team
  
  

• Initial Complaint

  Date:12/06/2024

  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.

  So this app youre able to shop through other stores in order to get more points on Fetch. I did this with savage Fenty and spent over $150 and I was supposed to get 140 points per dollar. Instead, Fetch didnt catch it correctly. They gave me 4200 points, but they say that they cant give me any more points. This isnt the first issue I have had with them in regards for them to track points correctly. And it really ***** when I cant get all of the correct points when it wasnt a user error, it was an app error. I am out over ****** points. Its even worse looking at past reviews and seeing that this has been an ongoing issues for years with Fetch.

  Business Response

  Date: 12/10/2024

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

  Our Team reviewed this user's account, we confirmed that this user reached out to us regarding a ************** order. Our Team was able to be confirm that this order did not track correctly. We have credited ***** points to this users account for this order.

  However, we recognize that this experience might not have been satisfactory. As such we have awarded the remaining ****** points to this users account for the final one-time exception. This brings the final total of awarded points to ****** points for this user's ************** order. 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 ************** Fetch 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

  
  

  Customer Answer

  Date: 12/10/2024

  [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:12/05/2024

  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.

  It advised if you play games on their app you get rewarded points to receive a **** gift card sent to you based on the points you rack up and add it together with receipts you have they give you points on your receipt from any store or bill pmts by taking pictures of the receipts and fetch stores them. I have been dealing with them over and over and over since July the middle of July why they have not mailed me none of my reward cards my **** cards that I have earned my trading in my points they keep telling me to do this to that do something else and then now you can't get nothing done and I earn those points it's a total of $65 and **** gift cards to be mailed to my home but I did not receive not a ***** I did receive one time a $5 **** card mailed to my home the rest of them have never came I could use that money it's the holidays I'm also on hospice and I feel like I'm being taken advantage of because I'm not able to take care of anything else I've did all I can do I can't continue arguing with a robot I was told that I would get points I was told that I'd get **** cards mailed at my home I have filed numerous complaints and they say they put in a ticket someone want to get with me nobody ever gets with me nobody's ever called me they sent an email and tell me to go to another website and you go to that website you have to register and then it just keeps going on and on and on and all it is is a scam and their false advertising because that's what I told him I was going to contact you and that's what I am seeing is false advertisement in my eyes I would like to have my money sent to me as soon as possible I've been waiting since before July 2024 they probably are not paying anybody nothing and don't tell him how many people have been expecting money and never got it that they earned why would people sit there and do all that and it takes a lot of effort to make those points a lot of effort and then taking time to take pictures of your receipts and

  Business Response

  Date: 12/06/2024

  Hello and thank you for reaching out to the Fetch team!
  
  We have thoroughly investigated the matter raised in the complaint. We are sorry to hear about the issues with your rewards.
  
  Once a **** reward has finished processing in the Fetch app, it is then handled by MyDigitalWallet, at which point the user will be given the option on their website if they want their reward in physical or digital form.
  
  If the user has chosen the physical version of the **** card, it can take ***** days to arrive. If they have not received their card after 10 days, they must contact MyDigitalWallet for further assistance here: ************************************* / ************.
  
  If the user has any further questions, we are always happy to further assist them at ************************************************************.
  
  Kind Regards,

  The Fetch Team

  Customer Answer

  Date: 12/08/2024

  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:12/04/2024

  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.

  Fetch has deducted points from my account twice now without specific evidence of receipts that breach their ToS. When Ive tried to redeem points for gift cards, Fetch deducted points without explanation instead. After reaching out to support numerous times, they respond with scripted answers that provide no clarity or refer to any evidence, & then Fetch deletes the support tickets so I cant refer back to them - recent ticket #s include ********, ********, ********, *********** demanding the return of my deducted points from both account review actions so I can redeem them without issue:11/28/2024 in the amount of ***** points.09/16/2024 in the amount of ***** points.

  Customer Answer

  Date: 12/04/2024

  Full name: ****** ****

  Thanks!

  Business Response

  Date: 12/05/2024

  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.
  
  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

  Customer Answer

  Date: 12/08/2024

  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.
  
  While I appreciate the exception & reinstating the points that were  wrongfully deducted in November, there are still 32241 points from Sept 16 2024 that were also wrongfully deducted, for which I never received any evidence or further explanation. Please reinstate those points as well for this complaint to be resolved, thank you!

  Regards,
  ****** P

  Business Response

  Date: 12/11/2024

  Hello! Thank you for following up with 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