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:11/02/2024

  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.

  The company is a post to award points based on shopping receipts. I have submitted two receipts that they continually fight against awarding me the points that I have earned.

  Business Response

  Date: 11/04/2024

  Hello! Thank you reaching out to the Fetch team!
  
  Our Team reviewed this User's Account along with the activity in question. With our team's investigation of this user's account, we have confirmed that this user had submitted a receipt type that dose not qualify as proof of purchase. Our team reached out to this user via email to let them know that the packing slips do not qualify as proof of purchase. .We encourage this user to review our eReceipt guidelines to know what qualifies as an accepted receipt type:  (***********************************************************************************************************************************************************************************************)
  
  Warm regards, 
  The Fetch Team

  Customer Answer

  Date: 11/04/2024

  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.]
  I have told the company this is not an e-receipt, nor a packing slip. This is a receipt with the name of the organization, the date, as well as the price I paid. These are the exact same receipts Fetch has accepted the past year or so that I've been a customer. In addition, they accepted the same type of receipt after these two. Every time I hear from them, it's a new reason why they're not accepting them. I want them to explain to me what is wrong with the receipts that they have accepted in the past. And I want to emphasize, they even excepted this type of receipt after I filed the complaint about these two receipts. 
  Regards,
  
  **** ********

  Business Response

  Date: 11/05/2024

  Hello! Thank you for reaching out to the Fetch team!
  
  Our team reviewed this user's account and activity in question. With our investigation of this user's account we confirmed that this user reached out to us regarding a submission(s) of Amazon order(s). ****** orders are only eligible for credit via our eReceipt feature. Packing slips such as the submission(s) reviewed are not an accepted format. To receive credit for ****** orders, this user will need to connect their Amazon account and utilize our eReceipt feature by tapping on the 'e' in the middle of the bottom bar of the app's screen. 
  
  Should this user require assistance in connecting their Amazon account to their ******************** account, please review this *********** article for step-by-step instructions as to how to complete this process. (*************************************************************************************************************)
  
  As we work to improve our scanning system, sometimes credit for ineligible submissions is applied. As these submissions are not eligible, credit will not be applied. Please note that further submissions of the same type will not be accepted.
  
  If this user has any questions, or issues connecting/scanning their Amazon eReceipts we can be reached at ************************************************************. 
  
  Warm regards,
  The Fetch Team
  
  

  Customer Answer

  Date: 11/06/2024

  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.]
  This is the problem I have with this business. Their responses are very scripted. I'm not even convinced we're dealing with a human.  I have told them this is not ereceipt, I have told them this is not a packing slip, and I tried to submit my receipt from ****** through the website and it doesn't work. Then they tell me that the receipts that I have will not be accepted in the future, would in fact they have. I don't know what else to say. Clearly, I'm done. Fetch wins. They're cheating me out of my points, but I want this to be recognized by the Better Business Bureau that this company is owned by crooks. 

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

• Initial Complaint

  Date:11/02/2024

  Type:Sales and Advertising 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.

  On November 1st I received a points deduction of ****** points. This is approximately $25 worth. This app automatically detects purchased items, and credits points. If users notice a discrepancy in the submitted receipt, they are to submit approval of changes and Fetch is then in charge of double checking and adjusting as necessary. When my points were deducted, there was no evidence given of breaking policies. I searched looking for such a unique amount as ****** (points are given in incrimente of 25, or amounts ending in 0, so to have an amount ending in 1 is very unusual) in my account history, but could find no recent such amounts. All large receipts had already been checked over by their team previously, so it wasnt those. (They sometimes miss things and they personally will double check your receipts for those items)My last gift card redeemed was on 6/27, so there is nothing between then and now that fits with their claims. I think Fetch made a mistake.

  Business Response

  Date: 11/04/2024

  Hello! Thank you for reaching out to the Fetch Team!
  
  Our Team reviewed this User's Account once more, along with the activity in question. With our team's investigation of this user's account, our team has decided to reverse the point deduction and award ***** points back into the user's account. Our team has also reached out to the user via email regarding this matter.
  
  Warm regards,
  The Fetch Team 

  Customer Answer

  Date: 11/04/2024

  [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:11/02/2024

  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 stole over ******* points form my account which equate to over $100. I made purchases based on the offers. When it came time to redeem, my points were stolen with no explanation.

  Business Response

  Date: 11/05/2024

  Hello! Thank you for reaching out to the Fetch Team!
  
  Our Team investigated this users account. We confirmed that there were points that were deducted from this users account due to violations of our Terms of Service. We have since awarded these points back as a one-time exception.
  
  We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 28 (***************************************************).
  
  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
  
  

• Initial Complaint

  Date:10/25/2024

  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 made several attempts to contact this company regarding this issue and I keep getting the same generic response back with zero resolution to my problem I have also requested to speak to a supervisor and opened multiple tickets requesting this help and every single one has gone ignored so this is my last attempt to try to reach someone. I was told that if I connect a valid email to my account that ereceipts from ****** would be applied for points (i have documentation of this). I have done so and now I'm being told that any points from Kroger do not qualify. I have found this information out AFTER I spent money purchasing products that I otherwise would not have if I wasn't going to be receiving credit for them. Not only has this cost me money but this is just bad business practice and I have requested compensation in the form of points in some way and that has also gone ignored. I cannot provide the specific offers because there were so many of them It was for several products that were not limited to a specific retailer. I have so many emails that I cannot attach them all but they can be looked at by the company with the following ticket numbers ********, ********, ********. This is the ticket that said i can use a connecting email ********. I also tried to contact someone via ******** chat and was told that they cannot help me through there because there was already a ticket open. I explain to them again that I'm not getting a response via that method and what were my other options and they just never replied to me.

  Business Response

  Date: 10/27/2024

  Thank you for taking the time to reach out to the Fetch team!

  Our team has thoroughly looked into the issues outlined in the Better Business Bureau complaint. We first want to apologize for all of the trouble this user has experienced.

  ****** was a supported retailer for a brief period of time, However, due to increased scanning issues, it was removed from the app. We are still trying to restore this retailer in the meantime and during this time, scanning (if any) for this retailer is sporadic as it is not currently supported. Kindly note that this does not affect traditional in-store Kroger receipts printed from a receipt printer. While we do not have an estimated time of resolution for this retailer, our developers are aware of this issue and are still working on a solution to restore functionality for it.

  We understand that the result may not be as anticipated, but we appreciate the understanding of our decision.

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

  Warm Regards,

  The Fetch Team 

• Initial Complaint

  Date:10/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was promised a $50 gift card when I accrued so many points and have not been able to redeem the gift card due to an error in the system and nobody seems to be able to help me I have exchanged about 12 emails as well as 2 phone calls no phone calls go through to the numbers given for the assistance and it appears to be a scam when you submit the redemption code it appears to work but then the system tells you it wants to make sure you are not a robot so it has you solve a puzzle once completed it takes you back to where you need to type in the redemption code again only to now be told the code is invalid ( please see screenshots

  Business Response

  Date: 10/25/2024

  Hello and thank you for reaching out to the Fetch Team. A detailed investigation has been carried out into the matter raised in the complaint.
  This user may be receiving this error because the **** has already been successfully activated. To locate their **** credentials, search "Your Virtual Prepaid Account" in the email account they entered when activating your card. Once they locate that email, there will be a link they can click on to access their **** credentials.
  If they are still having trouble with the card, they will needs to reach out to MyDigitalWallet for further assistance:
  For ****s redeemed before 7/1/24: *************************************** / ************
  For ****s redeemed after 7/1/24: ************************************* / ************
  We apologize for the trouble and hope that the user enjoys their reward.
  Regards,
  The Fetch Team

  Customer Answer

  Date: 11/02/2024

  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.] The response is the exact same instructions I was given when I reached out for assistance- I have MANY MANY times attempted to resolve this through the given instructions- The card has NOT been redeemed- I've never been able to access the card- additionally I've called the help number listed to no avail
  
  Regards,
  
  **** ****

  Business Response

  Date: 11/04/2024

  Hello, and thank you for reaching out to the Fetch Team.
  
  We have thoroughly investigated the issue raised. It appears the user may be experiencing this error because their **** reward gift card has already been successfully activated. To access the **** card details, the user can search for an email titled "Your Virtual Prepaid Account" in the email account they used when activating the card. This email contains a link that will direct them to their **** credentials.
  
  If the user continues to experience issues with the card, they can contact MyDigitalWallet for further assistance:
  - For ****s redeemed before 7/1/24: [Prepaid Digital Solutions](***************************************) / ************
  - For ****s redeemed after 7/1/24: ********************************************************** / ************
  
  We apologize for any inconvenience and hope the user enjoys their **** reward gift card.
  
  Best regards,  
  The Fetch Team

• Initial Complaint

  Date:10/20/2024

  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 was redeeming my points on fetch for a 25 dollar gift card for ****** it was processing. After it was processed they told me they declined it and took my 30 thousand points when I emailed about it they said it was taken due to the fact I broke there policy. They couldnt tell me what recipe what exactly was the policy I broke and refused to talk further about it because it was resolved. All I did was scan my receipts.

  Business Response

  Date: 10/22/2024

  Hello! Thank you for reaching out to the Fetch Team!
  
  Our Team reviewed this User's Account once more, along with the activity in question. With our team's investigation of this user's account, we have confirmed that this user had an instance(s) where this user was submitting receipts that they, themselves, did not purchase. 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. 
  
  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:10/18/2024

  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 had a promotion that offered 250 points per 1.00 spent with Temu. Points were based on subtotal and I did receive partial points.I used the Fetch link and placed SEVERAL orders. Each order was shorted points. I contacted Fetch support and after providing all documentation/screenshots I was given 250 addl. points, but on this particular order was STILL 705 points short of what was promised. Support email said they understood my frustration, but that was all they could do. I have all emails to support my statement.I am simply seeking what was promised. This is only ONE order, but there are SIX more where I was shorted points. This seems to be more of the rule than an exception. Policy and not a simple error.

  Business Response

  Date: 10/19/2024

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

  After thoroughly reviewing this user's inquiry, we have determined that our company acted in accordance with our policies and procedures. However, we understand that this user may have found this experience unsatisfactory.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.

  Therefore, as a one-time courtesy, we are pleased to offer 705 Fetch points for the inconvenience for this user's uncredited Temu orders. We hope this gesture expresses our commitment to customer service and helps to resolve the situation to this user's satisfaction.

  If the user has any other questions, or if they have issues with their Fetch Shop orders in the future, please feel free to reach out to us at ************************************************************.

  Warm regards,

  
  The Fetch Team

  Customer Answer

  Date: 10/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Although it does not address the recurring issue in regards to them shorting points earned.  I will have to file complaints on each incident it would seem.
  
  Regards,
  
  ****** ****

  
  

• Initial Complaint

  Date:10/16/2024

  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.

  *** filed complaints about them before and I have no resolution still. I did a promo with them, I was eligible, I sent them prove and they refused to fix it. I lost my temper and started cursing. I did not threaten anyone. After that they finally acknowledged it and awarded the offer I was supposed to get. But then after they awarded the offer they froze my account because I swore at them. Why would award the offer, acknowledging theyre wrong doing and then freeze my account?? At this point Im done and all I want is to redeem the points I have an delete my account. I have sent the countless emails and requests and no one responds. All I want is to redeem my points and then delete my account so I can be done with them

  Business Response

  Date: 10/17/2024

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

  Our Team reviewed this user's inquiry. We have issued a $25 **** gift card, equivalent to the points balance on your account prior to its deactivation. This **** gift card was sent to the inbox of email associated with this user's account. If this user does not see it in their inbox, please check the Spam, Junk, or All Mail folders. Additionally, searching for the words "Reference ID". Please note that their account will remain deactivated, but not deleted, due to a violation of our Terms of Service. We retain account information to protect against potential disputes in the future.

  We have determined that our actions attained the desired settlement and we consider this user's issue resolved.

  Warm regards,
  The Fetch Team

  Customer Answer

  Date: 10/17/2024

  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 accept the gift card but I want my account deleted. I dont want it frozen. I want it deleted. I want nothing to do with them anymore. They delete my account and were dealing with each other and the dispute is done
  
  Regards,
  
  ****** *********

  Business Response

  Date: 10/18/2024

  Hello and thank you for reaching out to the Fetch Team.
  We were more than happy to take another look at this account. This user violated our Terms of Service and was deactivated as a result. Deactivated accounts will not be deleted.
  We hope this user finds an app that better suits their needs.
  Regards,
  The Fetch Team

• Initial Complaint

  Date:10/15/2024

  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.

  The Fetch app which gives points for receipts for items that you PAY for just deducted my points after trying to cash my points in, their reason is for breaking their terms of service when i did nothing wrong. All receipts are mine.

  Business Response

  Date: 10/15/2024

  Hello! Thank you reaching out to the Fetch team!
  
  Our Team reviewed this User's Account along with the activity in question. With our team's investigation of this user's account, we have confirmed that this user had an instance(s) where this user was submitting receipts that were not authentically purchased at a retailer, and/or portions of receipts were combined with other receipts. 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. 
  
  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:10/13/2024

  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.

  Hello,I requested to redeem ****** points for an ****** $10 gift card as I have done a couple times in the past. Same process, same items shopped. I received a cryptic message yesterday saying the card request was canceled because I violated the terms of service. What did I allegedly do? These points were acquired by ******** my own receipts for shopping and all scanned within the 2 weeks window. Usually scanned the same day. Id like to know why this happened specifically and I want my points back or the $10 Amazon card. Ive redeemed several cards and not had this problem. They are fraudulently taking points/dollars from Consumers

  Business Response

  Date: 10/14/2024

  Hello! Thank you reaching out to the Fetch team!
  
  Our Team reviewed this User's Account along with the activity in question. With our team's investigation of this user's account, we have confirmed that this user had an instance(s) where this user was submitting fake receipts that were not purchased at 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 rewards due to the violation of our Terms of Service. 
  
  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 (https://fetch.com/terms-of-service).
  
  Warm regards,
  The Fetch Team
  
  

  Customer Answer

  Date: 10/14/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22417095, 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,
  
  
  
  Colleen Sims

  Customer Answer

  Date: 10/15/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22417095, 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.]
  
  What the allege I submitted fake receipts and that is untrue. They took points away based on poor analysis of the receipts. 
  
  Regards,
  
  
  
  Colleen Sims

  Business Response

  Date: 10/17/2024

  Thank you for following up with the Fetch Team!

  After careful consideration, our team has concluded that the decision regarding these violations is final. Our team discovered several instances of this user uploading receipts that went against our Terms of Service. The points that this user obtained by violating our Terms of Service have been removed and will not be awarded back to the user.

  As this is only a deduction for the fraudulently submitted receipts at this time, the User is free to continue using Fetch according to the Terms of Service. Failure to comply with these terms may result in further point deductions or deactivation of the account.

  If this user has any questions, we are always available at [email protected].

  Warm Regards,

  The Fetch Team