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:10/09/2024

  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 used the Fetch Shop feature to make a purchase at ***** in order to earn more points. I was then redirected to the ***** website, I signed in and applied my Kohls Cash, successfully deducting $125 from my total. After this, I exited the checkout process to obtain my daughters shoe size. However, when I returned to complete my purchase, I discovered that my Kohls Cash had already been redeemed, as shown in the screenshot Ive attached.I want to clarify that I never shared my Kohls Cash information with anyone other than the Fetch Rewards app when prompted to log in. I also contacted ***** directly, and they confirmed that my Kohls Cash had been redeemed. I had another similar issue when I made a purchase through fetch shop-Ulta I also had some points to redeem like $10 and I applied it to my purchase and it wouldnt let me check out, I went back to view cart to see what the issue was and it said I couldnt use points so I just unchecked the box to apply to my purchase. I didnt think anything of it but now I see whats going on! Fetch is stealing our information I am not exactly how.

  Business Response

  Date: 10/10/2024

  Thanks 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. After further investigation, we confirmed that when using Fetch Shop, certain payment methods like discounts and gift cards make purchases ineligible for Shop points at most retailers.
   
  Given this, it wouldn’t have been possible for your reward to be redeemed through our system, as we don’t have access to those specific details, and our system cannot process such payment methods via Shop.
   
  Having taken the time to carefully assess the case, we would like to inform the user that the decision reached is final and we are unable to make adjustments. 
  
  We acknowledge that this may not be the favorable outcome anticipated, however, we value the user’s understanding of our position. We have awarded 1,000 points to the user's account for the inconvenience. 
  
  Should the user have any further questions, they can always reach out to us at [email protected].
  
  Warm Regards,
  
  The Fetch Team

• Initial Complaint

  Date:10/08/2024

  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.

  This is a rewards app that you link to your Amazon account and they give you points based on purchases. There was an offer to place an Amazon fresh order and receive 100 points which is equal to $.10. I placed my order on October 2 while the offer was current. The order was delivered October 4 and a renewed version of the exact same offer was current. I was charged on October 4. The offer was current when I placed the order and when I was charged. Fetch refuses to pay me and wont give me a reason despite the fact the offer is still current right now for the dates that I was charged. Their customer service has been absolutely useless and just sends me copy pasted answers. I want my measly $.10. This is so insulting and obnoxious. There is nothing in the offer terms that would preclude me from qualifying. They keep telling me the offer ran out despite the fact it being current right now.Please see the screenshot of the offer and the terms and conditions. The receipt was submitted while the offer was current.

  Business Response

  Date: 10/08/2024

  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 an Amazon Fresh order that was placed on 10/2/2024. Our eReceipt feature awards points based on the date the order(s) were purchased. 
  
  We can confirm that a new Amazon Fresh offer started on 10/3/2024 for 100 points. This user was originally denied these points due to the receipt's date being purchased outside of the offer's timeframe. 
  
  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. We have made a one-time exception and awarded the offer's 100 points to the user. With this one-time exception, 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 questions, we can be reached at ************************************************************. 
  
  Warm regards,
  The Fetch Team
  
  

  Customer Answer

  Date: 10/08/2024

  I disagree with the businesses assertion that my purchase was made outside of the window of the offer. The purchase was charged on October 4, which is clearly within the window of the valid offer. I resent the business for being so difficult and stubborn that I had to open a better business complaint to have a resolution. I will accept the points because thats all I ever wanted, and if they truly strive for customer service wouldve read my emails and understood the issue rather than fighting with me. I will be cashing out my points and closing my account after over five years.  I never want to deal with these people again 
  
  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,
  
  Gem ******
  

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10/7/2024 I was successful in obtaining two $10 ******** gift cards at ****** points each. However the company punished me again and took away ***** points. Three weeks ago when trying to get a $50 Best Buy card, my account was deducted ****** points. These points were deducted for the same reason but I argue that the first deduction was alright but the second deduction was unnecessary. There should not be double punishment or point reduction every time points are redeemed. That is unfair.

  Business Response

  Date: 10/08/2024

  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 previously submitted by the user in an attempt to obtain Fetch points. Submitting images of receipts that have been previously uploaded, either by you or other users, is prohibited. 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
  
  

• Initial Complaint

  Date:10/04/2024

  Type:Order 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.

  Company ask for you to up laid receipts, in return you are suppose to receive a gift card of your choice. We trying to redeem the gift card the company rejected it.

  Business Response

  Date: 10/06/2024

  Hello!
  Thank you for reaching out to the Fetch Team!
  
  Our Team reviewed this User's Account and can confirm they did redeem their points for a Chipotle gift card. Our team has reached out to the user to gather more details on the redemption so that our team can best resolve this issue. We appreciate this user's patience, and if this user has any other questions, please feel free to reach out to us at [email protected].
  
  Warm regards,
  The Fetch Team

• Initial Complaint

  Date:10/03/2024

  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.

  Someones email information was attached to my account after using a barcode to activate an account on 10/2 around lunch time. It was a 12th graders email and I didnt know until after I download my receipt and then clicked the account t information when it showed my phone number but her email. I contacted support numerous time. Tried to explain the phone number was the right one but, this random email was attached to my account. Now the minor switched everything over to her. I had to contact the school districts principal since its a student school email. To have her deactivate it because shes falsely using my points. Again Ive reached out to fetch about them switching the account info back to a minor. When clearing I have the receipt I took pictures of and the original phone number and time and date when account was activated

  Business Response

  Date: 10/04/2024

  Hello! Thank you for reaching out to the Fetch Team.
  
  We reviewed this user's account and recent interactions with our Support Team. One of our Senior Team members was able to create an account for this user. All points associated with this user's user of the app have been transferred to their new account. This user should not have any further issues using our app. 
  
  If the user has any other questions, please feel free to reach out to us at [email protected].
  
  Warm regards,
  The Fetch Team
  
  

• Initial Complaint

  Date:10/03/2024

  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.

  I have been using this app for a couple years loved them recently last three months they have been declining my points for gift cards and taking points away I am not doing anything different and all they tell me is I'm not following rules I haven't changed anything

  Business Response

  Date: 10/04/2024

  Hello! Thank you for reaching out to the Fetch Team!
  
  Our Team investigated this user’s account. We confirmed that there were points that were deducted from this user’s 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 (https://fetch.com/terms-of-service).
  
  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 [email protected].
  
  Warm regards,
  The Fetch Team
  
  

• Initial Complaint

  Date:09/20/2024

  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.

  The customer care representative has been so irrational and unprofessional. I have tried to clarify the issue but they chose to block me from messaging them on the app and wouldn't even discuss the matter, when in fact, it is their own fault. They are being super salty and have no idea how to take care of the issue. Here is what happened:I bought a product (brand onnit) and submitted the receipt. The app was giving 50k points (10k points 5 times) for buying any product of the brand. The offer DID NOT specify what product to purchase or any minimum spend requirement. You could buy $2.5 worth of product and get 10k points, and repeat it 5 times. The deal was shared on telegram group by bunch of friends. Everyone thought it's an amazing promotional deal by the product brand. Now Fetch is banning us (me and my friends I referred to) saying we cheated. We did not do anything wrong. We did not change receipt or scanned wrong product. The app was awarding points and we got happy. Now fetch customer service is punishing us by ******* account for no reason. This is so unfair. When we asked them why we got banned, their childish response is "we would never give 50k points for $10 purchase. We are going ban you and your friends"How insane is that? They can't program their own app and own up to their own offer and have nerve to rather ban the users for doing exactly what their app intended us consumers to do. They just banned our accounts and stole our points. What a scam run by inept people. RESTORE OUR ACCOUNT AND REFUND OUR POINTS.

  Business Response

  Date: 09/23/2024

  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 was deactivated. However, in good faith we have reactivated this user's account, as well as their referral's accounts. 
  
  If this user has any questions, we can be reached at ************************************************************. 
  
  Warm regards,
  The Fetch Team
  
  

  Customer Answer

  Date: 09/23/2024

  [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,
  
  Pri Pa
  

• Initial Complaint

  Date:09/17/2024

  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 had a promotion to get 100 points per $1 spent at GNC through their app. I did it as instructed and didnt get the points. I reached out to them in a respectful manner sending them proof of the instance and they refused to accommodate me accordingly. I reached out numerous times and they kept refusing to fix my issue. That caused me to become very angry and vulgar and at that point they finally acknowledged it and fixed the issue and rewarded me the points. But after they did that they froze my account and *** reached out to them numerous times to unfreeze it and no one responds!

  Business Response

  Date: 09/18/2024

  Thank you for reaching out to the Fetch team. The user was deactivated for violating our Terms of Service by continuously using vulgar and hostile language towards our Support team. We're happy to provide excerpts of the user's responses, but it seems ******************** also has a policy on inappropriate language, we can't submit them.

  While we prioritize customer satisfaction, we have a zero-tolerance policy for this behavior to our staff and will not reactivate their account. We regret the situation couldn't end better.

  Customer Answer

  Date: 09/18/2024

  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 did everything go had to on my part to get the promotion and sent Fetch proof and they refused to fix the issue. I repeatedly reached out them with no resolution. After that is when I became angry and used inappropriate language. at that point they finally acknowledged it and fixed my issue. But after fixing it they froze my account because of my inappropriate language. Why would they fix my issue then freeze my account!?!? I want my account unfrozen 

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

  Business Response

  Date: 09/19/2024

  At Fetch, we always strive to provide prompt and satisfactory resolutions when our users contact Support. In this case, although we were unable to validate the purchase made through our Fetch Shop feature, our team, in accordance with our policies, credited the user a portion of the missing points for their Fetch Shop purchase. Unfortunately, the user expressed dissatisfaction with this resolution using vulgar and offensive language, which is a direct violation of our prohibited conduct outlined in the Terms of Service. As a result, the users account will remain deactivated.

• Initial Complaint

  Date:09/16/2024

  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.

  I purchased an item thru their Fetch Shops on 7/29/24 for ***** which was suppose to give me a bonus of ****************************************************************************** their app under notifications it shows the awarded points. The problem is I never got the points. I have followed up every 2 weeks and asked for a supervisor. I keep getting the run around and they refuse to escalate my case to a manager for assistance or provide an explanation as to where my points are. It is going on 2 months now with no resolution.

  Business Response

  Date: 09/19/2024

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

  Our Team reviewed this User's Account. We confirmed that this user is experiencing an issue with a Chewy order that was purchased via Fetch Shop. Our Team is aware of some issues affecting Fetch Shop Chewy purchases. We're working with the retailer to find a resolution to this issue, and we hope to resolve this as quickly as possible.

  As we work toward a resolution, our Team awarded this user an addition ***** points for the inconvenience as we work toward a resolution. This user will receive an in-app notification once a resolution is implemented.

  We appreciate this user's patience, and if this user has any other questions, please feel free to reach out to us at **********************************.

  Warm regards,
  The Fetch Team

  Customer Answer

  Date: 09/19/2024

  [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:09/12/2024

  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 tracking to cash in my points for gift cards. keep getting told I am break rules but I can not get customer service to tell me which rule i have broken. they send me a link and tell me to read the article. when asked if they can tell me which one they reply they will not reply any more. And they can not give me back the points they have taken. i have spent over $31k this year on product and scanned all of my receipts just for them to take my points and give me nothing. i have referred about 19 people to use their app as well. I want my 100k in points back or I want a gift card for what has been taken. preferably an amazon gift card or ********** gift card. thanks

  Business Response

  Date: 09/13/2024

  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 28 (***************************************************).
  Should the user have any further questions, we are always available at ************************************************************.
  Best Regards,
  The Fetch Team