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:09/11/2024

  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.

  The Fetch rewards app is a fraud. They took ****** points to redeem for a ***** gift card and then declined the gift card saying I didn't have enough points. They took ****** points had ****** left and scanned receipts since so they just stored my points and no reward in return.

  Business Response

  Date: 09/12/2024

  Thank you for reaching out to the Fetch Team!

  We have thoroughly investigated the matter raised in the complaint.After thoughtful review, we would like to share that the decision concerning the case has been finalized. 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 ******************** 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 ************************************************************.

  Warm Regards,

  The Fetch Team

• Initial Complaint

  Date:09/10/2024

  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.

  I had ***** points that were removed from my account because ******************** claimed they expired. Fetch never informed me that these points were expiring or that they removed them from my account. I would like for Fetch to credit my account or allow me to get a giftcard for the amount of points that were removed.

  Business Response

  Date: 09/10/2024

  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 investigation, we can confirm that this user's points expired due to ******* of inactivity on this user's ******************** account. 
  
  We can also confirm that this user reached out to us in the past regarding expired points on 5/2/2022. Points were awarded back to this user's account for their first point expiration as a one-time exception on 5/2/2022. As we have already provided a one-time exception for expired points, we're unable to award the newly expired points due to the previous reversal on 5/2/2022.
  
  Points automatically expire after 90 days of inactivity on your account. Inactivity means there have been no receipt submissions or reward redemptions on the account within that ****** time period.
  
  Fetch will notify you of the impending expiration after 30 days and 60 days of inactivity. We confirmed that we sent multiple push notifications to this user's device explaining the upcoming expiration of points due to the inactivity. As long as you submit receipts, redeem rewards, or earn points with Fetch Play, you can save up as many points as you like, for as long as you like!
  
  If this user has any other questions, please feel free to reach out to us at **********************************.
  
  Warm regards,
  The Fetch Team
  

• Initial Complaint

  Date:09/07/2024

  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.

  I just yesterday September 6th 2024 ordered ************* from ******** using the Fetch app, but the points won't show up in the app. Plus I tried it by using the offer for first time deliveries in the Fetch app. Since the transaction didn't even show up in the app (even though I followed all the steps) I then tried scanning the receipt myself, and it refused to apply the receipt for points & the offer for the extra points. I spent $30 on UberEats from ********* using the Fetch app. So I should have multiple offers for extra points from ********* & from UberEats, and the regular 400 points per order from UberEats using the Fetch app. In total Fetch owes me ****** points.

  Business Response

  Date: 09/09/2024

  Hello! Thank you for following up with the Fetch Team!
  
  We also appreciate this user using our new ******************** Shop feature. We have reviewed this user's account and support requests. We can confirm that this user is attempting  to redeem the First Time Ride with **** offer. The points for this offer  will be awarded within 2 weeks from the time the First Time Ride with **** order was placed. As for the user's recent **** order dated 9/9/24: Fetch Shop points are still being processed by the retailer. If its been more than 3 days since the user has placed the order through ******************** Shop, the user can tap the Account tab and select Notifications or Points activity to see your pending order. The date shown is the date the user can expect to see the points! Our team has reached out to the user within their support ticket: ******** .If the user has any other questions, or if they have issues with their eReceipts in the future, please feel free to reach out to us at **********************************.
  
  Warm regards,
  The Fetch Team

  Customer Answer

  Date: 09/09/2024

  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.
  

  The reason why is because none of the orders are pending, the receipts are missing from the app even though I used the app to place the ****Eats order, and I am attempting to redeem my first time delivery with ****Eats not ***** The receipts are not listed. They now owe me ****** points for ****Eats first time delivery on September 6th 2024, 400 points ****Eats delivery on September 6th 2024, and now today 200 points **** (transportation) has gone missing September 9th 2024. In total I currently have ****** points missing. The only thing they rectified was the ***** points from ************* that were missing. Others have had the same issues over the past year. I have now seen a dozen complaints from Reddit posts against Fetch for this issue. Attached is a photo of one of the Reddit posts, 2 receipts, my points activity, and 3 points offers in 2 photos. This is not remotely resolved. In fact it's still ongoing. 

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

  Business Response

  Date: 09/10/2024

  Hello! Thank you for following up with 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 700 Fetch points for the inconvenience for this user's uncredited **** Eats orders. We hope this gesture expresses our commitment to customer service and helps to resolve the situation to this user's satisfaction.

  As for the **** Eats offer in question, we will be unable to award points for the first-time **** Eats offer until the allotted time period listed within the offer has passed. If this user does not receive the offer's points added to your account by 09/21/2024, please reach out to us and let us know. At that time we can look into that offer for you further.

  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

• Initial Complaint

  Date:09/07/2024

  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.

  This app advertised to give rewards. However when I redeemed my points, they got declined and my points were taken away. It took a long time to accumulate ****** points. They did not only decline my rewards but also took away my hard earn points and did not give any explanation. It is very frustrating. I felt I was scammed and too naive to trust them.

  Business Response

  Date: 09/09/2024

  Hello.
  
  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 ******************** 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 **********************************.
  
  Warm Regards,The Fetch Team

  Customer Answer

  Date: 09/09/2024

  [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 UNsatisfactory to me. However I do not want to deal with them anymore. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:09/03/2024

  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 uploaded a ******* receipt on 8/25/24 that so long that it was not legible. It was worth over ***** points because I spent more than $210. It was so long that one picture was not clear enough to see the items clearly. I asked to send pictures in sections. They claimed theyd take care of it if I sent the images on the app chat. NOTHING HAS HAPPENED. Seems like they purposely dont want to honor it and no real person will contact me.

  Business Response

  Date: 09/04/2024

  Hello! Thank you for reaching out to the Fetch team!
  
  Our team reviewed this user's account. With our investigation, we found that this user reached out to us regarding a receipt issue. The receipt in question is from ******** 8/25/2024, for $278.87. We reviewed the user's snapped submission and can confirm that the receipt was snapped too far away from the camera. As a result, our system was unable to accurately scan the receipt. 
  
  We also see that this user provided screenshots of the receipt in question, within their recent support ticket: ********. As a one-time exception, we were able to credit this user's ******* receipt with the screenshots provided to us. For future submissions, we're happy to explain how to accurately snap long receipts! 
  
  Our snapping feature allows our users to take multiple pictures of a receipt before submitting their receipt for points. This is very beneficial for long receipts such as the ******* receipt in question. For the best outcome for snapping long receipts; we recommend lining up the top of the receipt with the 'Grey' box in the snap feature, ensuring that the top corners of the receipt are touching both corners of the grey box. Users can then tap the camera icon to take a snap of that portion of the receipt, this will then queue the picture in the submission. Before submitting the receipt, users can snap the rest of the receipt, following the same process outlined. 
  
  Users can then submit their multiple picture submission by holding the camera button and sliding the button to the center of the screen. This will compile all of the snapped pictures and credit the user's account accordingly. For more information on this process, please visit our *********** for a video guide on snapping receipts. (**********************************************************************-How-to-Snap-Receipts)
  
  Warm regards,
  The Fetch Team

  Customer Answer

  Date: 09/04/2024

  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.
  
  This company didnt take care of my issue and completely gave me the run around. I eventually received my points. The only reason I got any helpful response is because I reached out to the BBB. I begged through multiple efforts to speak to someone or receive any kind of helpful responses. I got the complete run around until BBB helped me. 
  
  
  Regards,
  
  *************************************

• Initial Complaint

  Date:09/03/2024

  Type:Order 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 is refusing the pay the owed points for completing Fetch Play milestone Boardwalk in Monopoly GO! I reached ********* and am owed ***** points 9/1/2024 and have photo proof. The game is in my play game area and I have allowed tracking. It is not my fault that their software isnt tracking properly. They are refusing the manually upload the points, even though there was no notice that I wouldnt receive them. When I go to play the game through the app and click play it goes to the right game app, so this is Fetchs problem and they should still have to pay out points manually. Please get this company to own up to their promise and not allow this bullying bait and switch.

  Business Response

  Date: 09/04/2024

  Hello! Thank you for reaching out to the Fetch Team!
  
  Our Team investigated this users account and the activity in question. After carefully reviewing all of the details within this complaint, and the user's recent Support interactions. We can confirm that there were ***** points previously issued by our team for the the game in question. We have since issued an additional ****** Play points to this user. We would like to note that this maxes the user out for the game mentioned, Monopoly GO!, and no more points will be manually awarded for the game in question. 
  
  The user is highly encouraged to try new ******************** Play games! We recommend double-checking that they have enabled app tracking for both Fetch and the new game, and confirm it's listed under "My games" before they embark on their next gaming adventure.
  
  If this user has any other questions, we are always available at **********************************.
  
  Warm Regards,
  The Fetch Team

  Customer Answer

  Date: 09/04/2024

  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.]
  
  Regards,
  
  *******************

  Customer Answer

  Date: 09/04/2024

  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.

  I had the tracking in place and they are simply trying to avoid paying out points while the product was properly in place on my phone. Bait and switch.

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

  Business Response

  Date: 09/05/2024

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

  Upon reviewing the user's account activity, we have confirmed that points for three of their tasks were earned organically without any issues. On August 22, 2024, the user reached out to inform us that they had completed a fourth task but did not receive the associated points. Although we were unable to verify the task completion at that time, we honored the user's request as a one-time exception and credited the missing points.

  On September 3, 2024, the user contacted us again regarding points for a fifth task. After a thorough investigation, we could not confirm the task completion on our end and, given that we had already provided the one-time exception, we initially declined to manually award the points.

  However, in recognition of the importance we place on customer satisfaction, we have since credited the user's account with the ****** points for the fifth task. We believe this resolves the matter to their satisfaction, and we consider the issue fully resolved.

  We sincerely appreciate the user's engagement as an active ******************** Play user and hope their future experiences with us will be even more seamless.

  Warm Regards,
  The Fetch Team

  Customer Answer

  Date: 09/05/2024

  [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:09/02/2024

  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 is running a shady business by "offering" point rewards for purchasing certain products and not honoring the offer after you make the purchase. I submitted a Petco receipt on September 2, 2024 (order #***************) for their offer "Spend $40 on pet food or pet treats at ***** to get ***** points". Like I always do, I carefully made sure I met all the conditions before placing the order. However, after submitting the receipt to Fetch I only got 25 points (the usual amount) instead of ***** as they promised. I tried correcting the receipt in the app which didn't work. I tried contacting customer support but all they did was saying the same thing over and over again without even reading what I was asking. For example, they kept telling me to submit the receipt again after the order is delivered, but I knew from my experience I can't do that because Fetch will mark the receipt as duplicate. To make it worse, Petco is dividing my order into two shipments and sending me separate delivery emails for each item, so even if I submit those delivery emails later I won't get credit because the offer requires the $40 to be on a single receipt/email. I have attached the order confirmation that I submitted to Fetch. Fetch has to fix this now and credit the ***** points to my account.

  Business Response

  Date: 09/03/2024

  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. During our review of the user's account, we have confirmed that this user had purchased an online order through Petco. We can also confirm that this user snapped a photo of a computer screen containing their eReceipt order details. We're unable to process images of eReceipts on a screen or eReceipts that were printed out. All eReceipts, online orders, are subject to our eReceipt criteria, and can be credited by utilizing our eReceipt feature. 
  
  Eligible orders must be fully delivered to a user before the orders are able to be credited to a user's account. The offer requires that the dollar minimum of $40 to be spent on Pet Food or Pet Treats at *****, and must be met on one receipt. We see that the user's order is coming in two separate deliveries, as the two deliveries were purchased on one(1) order, once both products have been delivered, the eReceipt will be eligible for credit. 
  
  Once this user has their order fully delivered, this user can utilize our eReceipt feature and obtain credit for their order by scanning their connected email inbox. After the successful scan of the Petco eReceipt from the user's email, credit will be applied for eligible products that were purchased. If this user has issues obtaining credit once the order has been fully delivered, they can utilize our 'Correct Your Own Receipt' feature to correct errors on their successful scan. (**********************************************************************-How-to-Correct-Receipts-and-Get-Missing-Points)
  
  If this user has issues obtaining credit for their eligible order(s), please feel free to reach out to our support team for assistance. Our team can be reached at **********************************.
  
  Warm regards,
  The Fetch Team
  
  

  Customer Answer

  Date: 09/03/2024

  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.
  
  Do you know why I had to snap a photo of my computer screen?Its because your eReceipts scan DID NOT WORK no matter how hard I tried. Ive been scanning multiple times since yesterday and even reconnected my Gmail, but for whatever reason your system is simply not picking up my Petco receipt,neither the order confirmation email or shipping notification. Either your system is broken, or you are intentionally configuring it to skip Petco receipts so that you dont have to give points to customers! I am also worrying that by the time I receive my order (anticipated to be delivered on September 10, which is a week from now) the offer might be long gone, which has happened to me many times before. Looking at some of the older complaints posted on BBB I can see people having this exact same issue of a certain retailer not getting scanned and they could not get bonus points. In the end Fetch was able to get a *** to manually enter the receipts for them. Why cant you just do the same for me? You owe me points and this must be fixed NOW!
  
  Regards,
  
  *******************

  Business Response

  Date: 09/03/2024

  Hello! Thank you for following up with the Fetch team!
  
  Our Team investigated this User's Account once more, along with the activity in question. We're unable to process images of eReceipts on a screen or eReceipts that were printed out. All eReceipts, online orders, are subject to our eReceipt criteria, and can be credited by utilizing our eReceipt feature. Snaps of screens containing eReceipt details are not eligible for credit at this time. 
  
  With the eReceipt feature in the Fetch app, orders can be scanned into Fetch once they have been delivered to your door or picked up from the store. Previously, the orders could be scanned in shortly after being placed. Once the order has been fully delivered, the Petco eReceipt will be eligible for credit. 
  
  Once this user has their order fully delivered, this user can utilize our eReceipt feature and obtain credit for their order by scanning their connected email inbox. If this user has issues with the Petco order scanning into their Fetch account once their order has been fully delivered, we recommend trying the troubleshooting instructions available in our ************ ****************************
  
  If this user has issues obtaining credit for their eligible order(s), please feel free to reach out to our support team for assistance. Our team can be reached at **********************************.
  
  Warm regards,
  The Fetch Team

• Initial Complaint

  Date:08/27/2024

  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.

  My fetch rewards account was penalized ****** points approx 60$ without any warning or explanation the only response I received was that my points deduction was for submitting receipts which did not belong to me which is false and they did not send me copies of the receipts in question .. Ive contacted customer service numerous times without any success .. I want my ****** points awarded back to my account

  Business Response

  Date: 08/28/2024

  Hello! Thank you following up with the Fetch team!
  
  Our Team reviewed this User's Account, along with the activity in question. As our Team reviewed 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
  
  

  Customer Answer

  Date: 08/28/2024

  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

  all receipts submitted to fetch were made by me 
  
  Regards,
  
  *********************************

  Business Response

  Date: 08/28/2024

  Hello! Thank you following up with 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:08/26/2024

  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.

  This company is running a promotion where you earn 500 points per new game that you download and complete 1 task for. 3 days in a row I haven't had a single game available to download, but other people do have games they can download to take advantage of this promotion, which means Fetch is discriminating against me and limiting my ability to take advantage of this promotion. Yesterday 1 game became available, but when I went to download it, it wasn't in the ****** Play Store. Last time they ran this promotion I earned $180 worth of gift cards, so it appears that they are preventing me from taking advantage of this promotion.

  Business Response

  Date: 08/27/2024

  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. When reviewing this account, we discovered that this user was able to download 11 new games since the Play Promotion began on 08/23. If this user would like to receive the bonus points, they will need to complete the first task on any of these new games.
  We appreciate the feedback on the user's game catalogue. Downloading several games in a short time frame caused the lack of new games. We will be sure to pass this along to our Play Team.
  If the user has any other questions, they can reach out to us at **********************************.
  Warm Regards,
  The Fetch Team

  Customer Answer

  Date: 08/27/2024

  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 clearly discrimination by Fetch. Others I've spoken to have had way more games available to them. The last time Fetch ran a similar promotion, I was able to earn $180 in gift cards. They are clearly going out of their way to make sure I can't take advantage of this promo the way I did last time. I think it's best to file a discrimination lawsuit utilizing my co-workers data, and how Fetch made way more games available to him than to me. This is deliberate by Fetch. I could've earned $200 this time, which is huge since I just moved out of a homeless shelter. 11 f****** games the entire week while he has 5 times the amount of games available to him is criminal, and I believe it's discrimination caused by Fetch's greed.
  Regards,
  
  ***********************

• Initial Complaint

  Date:08/24/2024

  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.

  I have been uploading my daily receipts to Fetch as required to earn points. However, when I tried to redeem these points, the platform inexplicably deducted points from my account, causing me to lose ****** points on Jan 12, 2024, ***** points on January 31, 2024, and ***** points on July 1, 2024. At a rate of ***** points per $1, this totals a loss of approximately $30.86. I request Fetch to reimburse my losses. My Fetch account email is ***********************

  Business Response

  Date: 08/26/2024

  Hello. Thank you for reaching out to the Fetch Team!
  Our Team investigated this issue regarding this user's account. When taking a look, our Team confirmed that some of the points on this account have been deducted in error. We have since returned ****** points back to this user.
  If the user has any questions about this, please feel free to reach out to us at **********************************.
  Warm regards,
  The Fetch Team
  

  Customer Answer

  Date: 08/28/2024

  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. There is another *****points missed. For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  Mengqing **

  Customer Answer

  Date: 08/29/2024

  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 appreciate that Fetch has returned part of  points to my account following my previous complaint. However, I must express my dissatisfaction that ****** points are still missing. This unresolved issue has resulted in a continued loss of approximately $21.16, which is unacceptable.
  
  Fetch should credit the remaining ****** points to my account. As a loyal user who has consistently followed the guidelines, I find this situation highly frustrating and unfair. My Fetch account email is *********************** I expect a prompt resolution to this matter.
  
  Regards,
  
  Mengqing Li

  Business Response

  Date: 08/29/2024

  Thanks for following up with 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