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:08/02/2024

  Type:Product 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 have been attempting to get rewards points for Amazon purchases over the last 30 days, as the app is not scanning them. Over the past 2 months Ive been in contact with email support and have been told theyre working on the issue. Ive followed all troubleshooting steps and have also tried from more than 1 device. Last month it was ******** this month its Amazon. They told me if I sent receipts they would provide my points. I sent in 122 Amazon receipts over the past month, which took a long time to do. They said they were too small so I sent larger pictures.. support has provided a bunch of canned responses that have nothing to do with the issue Im having. Also, I order things from Amazon daily and feel its a pain to have to continually send in receipts. More than anything, I want the issue resolved. But, at the same time, I would like points for what is already owed to me

  Business Response

  Date: 08/02/2024

  Thank you for taking the time to reach out the Fetch Team!
  
  Our team has thoroughly looked into the issues outlined in the Better Business Bureau complaint. After further investigation, we can confirm that we have exhausted all of our troubleshooting resources and suggestions at this point.
  
  We understand that this may not be the outcome hoped for, but we appreciate the understanding of our position. Please note that our developers are actively looking for a solution and we hope to offer you a fix in the near future.
  
  We have awarded ***** points to the user for the inconvenience.
  
  Should the user have any questions, they can always reach out to us at **********************************.
  
  Warm Regards,
  
  The Fetch Team

  Customer Answer

  Date: 08/05/2024

  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.
  
  Thank you for the courtesy points but if I add up all my Amazon receipts that I havent gotten points for since July 8th even if they were only 25 points each it would be well over 3000 points. Ive been told for months that youre working on a solution but I think thats just because nobody cares, not that something is being done. Id be shocked if youre not getting multiple complaints about this issue. My friends and I were talking. 2 of them have their Amazon account attached and have never gotten Amazon points. I know there are plenty of apps offering the same type of service. Just didapybexause I really liked Fetch before all these problems.
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/14/2024

  Hello! Thank you for reaching out to the Fetch Team!
  
  Our Team reviewed this user's account and recent support request(s). We see that this user reached out to us regarding missing credit for their Amazon eReceipts. Upon reviewing this user's support request(s), we can confirm that our team attempted to troubleshoot the issue with the user. We can also confirm that the user provided screenshots to our team for their missing Amazon orders. 
  
  Our developers are actively looking for a solution and we hope to offer our user's a fix in the future. 
  
  As the troubleshooting steps did not work, and the multiple Amazon eReceipt screenshots submitted to our team for credit; we have awarded an additional 700 points to this user's account. This will bring the total points credited to the user to ***** points for 122 Amazon eReceipts at a 25 point value per eReceipt. These points can be reviewed by tapping on the 'Points activity' button on the user's Account tab.
  
  We hope this user enjoys these points! 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: 08/15/2024

  [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:07/30/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the Fetch app to scan receipts and earn points and the points are then redeemed for gift cards. On 07/25/2024 I redeemed ****** points for a $50 **** card it said 72 hours to process. When I check the status 72 hours later it says that it was declined because I didn't have enough points for the transaction. At this time notice my points balance is 49k, after I made the redemption I only had 1k points left. So they had replaced some points but over 15k points were missing. I reached out in regards to the matter only to be told that basically I had scanned duplicate receipts and had been rewarded points twice. However in the app if you scan a duplicate receipt it will let you know that the receipt has already been scanned and it will not reward you any points. I replied back to Fetch and asked if they could provide me with the receipts that were duplicates to show for the amount of points that were removed, only to be told that they had explained to me previously that points would not be replaced and referred me to the terms of service again. No one can provide the duplicate receipts to show over 15k worth of points, that Fetch is claiming to be duplicates. I truly believe that it is because I redeemed for a **** cash card instead of a store/business gift card is why Fetch declined my redemption. They are false advertising and deceiving consumers.

  Business Response

  Date: 07/30/2024

  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: 07/31/2024

  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.
  
  After reviewing my account the business did make adjustments and returned ****** points to my account. However this is not the full amount that was taken, nor did they provide any proof for the points that are still missing. The reason for removal is because the points were supposedly duplicates even though the app will tell you if it is a duplicate receipt and it will not issue any points. This was shown in my original complaint on the submitted documents. I would like to see the receipts that were duplicates so the points that were not returned can be validated and show that the points that were not returned were accurately removed.
  
  Regards,
  
  ***********************************

  Business Response

  Date: 08/07/2024

  Hello,
  Thank you for reaching back out to ***
  The concerns raised in the Better Business Bureau complaint have been subject to a thorough investigation. We have awarded points for the original version of this user's receipts receipts. However, please note that multiple versions of the same receipt have been deducted due to a violation of our Terms of Service. Due to this being a violation of our terms, only the initial submission has been processed. (***************************************************)
  We can confirm that this user's point balance is accurate at this time.
  We appreciate the user's understanding and adherence to our guidelines. If this user has any other questions, they can reach out to us at **********************************.
  Thank you,
  The Fetch Team

• Initial Complaint

  Date:07/25/2024

  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've been playing fetch play nearly everyday to complete a game. I'm literally 345 points away from receiving 4000 plus points. However I'm not being rewarded each time I play & each time I email support they tell me the points were awarded which is a lie. I'd be finish if that was the case. FETCH is not awarding points the way they should. This also happened when I submitted a Shoprite receipt that would've/should've awarded me 750 points but I was told it was a duplicate receipt. I submitted it twice because the 1st rime it didn't come up. Smh they are terrible.

  Business Response

  Date: 07/26/2024

  Thanks for reaching out to the Fetch Team!
  
  Our team has thoroughly looked into the issues outlined in the Better Business Bureau complaint. After further investigation, we came to the conclusion that the game the user was playing stopped tracking their progress and will be awarded ***** points for playing ******** Slots.
  
  Fetch Play is a new feature in the Fetch app that allows users to win points by playing their favorite mobile games. We apologize for the trouble and are actively working to better this experience for our users.
  
  Should the user have any other questions, they can reach out to us at **********************************.
  
  Warm Regards,
  
  The Fetch Team

  Customer Answer

  Date: 07/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:07/23/2024

  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.

  Ive been using the Fetch app for several years without any major issues. 4 days ago, I used ****** of my points to get a $25 CVS gift card. 3 days later, I checked on the progress and noticed that I never received the gift card, but most of my points were missing. Fetch removed ****** points from my account & left me with ~1000 points. *** contacted them through the app, ********************* & they all send the same generic message, telling me that their decision is final & to read the Terms if I have any questions. They also said they do NOT have to provide any proof as to what exactly I did wrong nor why so many points needed to be deducted. Ive been using the app as intended & know I did nothing wrong. Once they reply to the original message, they do not reply to any other messages you send afterwards, which is why I tried reaching out through social media, but havent had anyone care enough to look into this.

  Business Response

  Date: 07/24/2024

  Hello. Thank you for reaching out to the Fetch Team!
  Our Team investigated this issue regarding this user's account. We confirmed that there were points that were deducted from this user's account in error. We have since awarded these points back.
  We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 28 (***************************************************).
  If the user has any other questions, please feel free to reach out to us at **********************************.
  Warm regards,
  The Fetch Team

  Customer Answer

  Date: 07/25/2024

  [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:07/21/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was deducted FETCH points to a total of ******* with the explanation below. I KNOW i purchased all these products so what do they mean they were not made by me? I can send copies of the receipts with MY CREDIT CARD NUMBER ON THEM. I reached out to FETCH customer service SEVERAL times and they keep saying "its closed". This is the worse customer service i have ever experienced. At lease help me understand WHAT RECEIPT you are talking about? I do A LOT of buying items (i buy for 3 generations), so i am always seeking ways to get some money back. AT LEAST explain yourself? I also gave them my phone number but nothing. By reading some of the other complaints, it seems when you are ready to cash out to a significant sum, they then fine something wrong with your account? Weve recently noticed several receipts submitted on your account have violated our rules. Any points resulting from these submissions may be removed from your account. Please take a look at our Terms of Service here in order to avoid further violations.Particularly, please note that we do not allow the submission of receipts resulting from purchases that were not made by you, or on your behalf. Additionally, we prohibit the submission of receipts for purchases made on behalf of a business or other organization.

  Business Response

  Date: 07/22/2024

  Hello! Thank you for reaching out to the Fetch Team!
  
  Our Team investigated this users account. We confirmed that there were some points that were deducted from this users account in error. We have since awarded these points back.
  
  However, in an attempt to gain Fetch points, we confirmed several instances of this user uploading receipts for orders that were returned. As a final decision, we have decided to uphold the point deduction for the affected submissions. The user will not be able to get the points in question back.
  
  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:07/20/2024

  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.

  Fetch Rewards shows a reward for ***** points for *********** Nowhere on it does it say anything about in-store purchase/receipt only or anything like that. Most people order Wawa through their app. I ordered the pizza in our app on 7/19. I then tried to figure how to show Fetch my purchase. I screenshot to Fetch customer service my purchase in the app, along with a photo of the pizza box label that shows the matching order number, and even a photo of the pizza. They denied my points. They said I must provide an e-receipt. I keep trying to tell them I found out **** doesnt offer e-receipts. They say their receipt is basically in our app showing transactions (which is what I screenshot to Fetch). I even contacted Wawa and they verified this and offered to send me a screenshot of my purchase as thats all they can do. I tried to contact Fetch again to ask if I could forward the email from Wawa, and now it wont let me submit a ticket to customer service. All I want is my 3500 points because to me this is false advertising on Fetch if they dont.

  Business Response

  Date: 07/22/2024

  Hello! Thank you for reaching out to the Fetch Team!
  
  Our Team reviewed this User's Account. With our review, we show that this user was awarded the ***** point Wawa offer in question as an exception. These points were not added to a receipt, but the user will be able to see them by tapping Points activity on their  Account tab. Additionally, this user should have received an email letting them know these points were added to their account.
  
  We have also passed this feedback along to our Development Team to better help our eReceipt feature. 
  
  Please note that online orders, either made via app or online, are considered eReceipts and are subject to our eReceipt Criteria which can be reviewed here: ****************************
  
  If the user has any other questions, please feel free to reach out to us at **********************************.
  
  Warm regards,
  The Fetch Team
  

• Initial Complaint

  Date:07/15/2024

  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.

  Allegedly if you download games and play to certain levels, fetch gives you points. I did not receive points for a lot of games that I spent hours and hours for months and months playing. I submitted tickets to fetch for the missing points. The tickets included all information they asked for. Name of game, amount of missing points, screenshots etc. I submitted all this info, deleted and screenshots off my phone so they werent taking up memory, and waited for my points. They never came. Submitted another ticket. Never got my points. Finally got in touch with customer service and they asked for all the info again. They already have all the info that I submitted on the original ticket. This is ridiculous. I have spent what adds up to weeks playing these games and have received nothing for them and am being punished not receiving the points bc fetch is a horrible company with horrible customer service when its not my fault they dont reward points and promised and dont keep all relevant info that they requested and was already sent to them. They just keep asking for the same info I already submitted and deleted so I suggest they find it asap. They owe me my points that I spent SO much time on.

  Business Response

  Date: 07/18/2024

  Thanks for reaching out to the Fetch Team! 
  
  Our team has thoroughly looked into the issues outlined in the Better Business Bureau complaint. After further investigation, we came to the conclusion that the game the user was playing stopped tracking their progress and will be awarded ****** points for completing the game.
  
  Fetch Play is a new feature in the Fetch app that allows users to win points by playing their favorite mobile games. We apologize for the trouble and are actively working to better this experience for our users.
  
  Should the user have any other questions, they can reach out to us at **********************************. 
  
  Warm Regards,
  
  The Fetch Team

• Initial Complaint

  Date:07/15/2024

  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.

  Several months ago, I submitted points for a **** card. The points were deducted from my account but the **** card never come .

  Business Response

  Date: 07/15/2024

  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, our team confirmed that the user's **** reward was sent to their email account that is connected to their Fetch app on November, 12th 2023. Our team has resent this reward to the user via email and has reached out to the user as well. Should the user have any further questions, they can always contact us at **********************************.
  
  Kind Regards,
  The Fetch Team 

• Initial Complaint

  Date:07/09/2024

  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.

  This app stole ***** points from me and said it was because some of my receipts allegedly violated their rules. I contacted customer service multiple times and waited the 24 hours they are allowed to get back to you. Crickets! They will not respond! All my points were credited as valid and as soon as I go to redeem a $10 gift card they steal some of my points and cancel my gift card. Mind you I use other rewards apps and have never had any issues. This is a deceitful company that profits off the information you provide them in the form of receipts and then just takes your points for no valid reason. It is comparable to putting your money in the bank and then the bank steals some of your money and won't respond!

  Business Response

  Date: 07/09/2024

  Hello and thank you for reaching out to the Fetch Team.
  The concerns raised in the Better Business Bureau complaint have been subject to a thorough investigation. During our investigation, we discovered previously that this user was submitting receipts from purchases not made by them personally. This activity is not permitted under our Terms of Service. We have since deducted the points from this user's account.
  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: 07/09/2024

  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.
  
  I have indeed purchased the items and some apps (not Fetch) require that you scan the barcode of the items purchased.  I would not have been able to do this if the items were not purchased by me. Like I said previously they make claims with 0 proof and then accuse the consumer of violating their rules.  It infuriates me that they get away with this behavior and do not even have the decency to respond so I am forced to file a complaint against them in order to hopefully get my ***** points back and my gift card reinstated.  To say nothing of the fact that they accepted my receipts as valid and then as soon as I redeemed for a gift card they now decide some are invalid.  They have done this to many people and should not be able to get away with this .  This is a very dishonest company.
  
  Regards,
  
  *********************

  Business Response

  Date: 07/10/2024

  Thanks for reaching back out to our support team!

  After careful consideration, our team has concluded that the decision regarding these violations is final.

  We recognize that this might not be the desired outcome, but we value the understanding of our stance.

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

  Regards,

  The Fetch Team

• Initial Complaint

  Date:07/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fetch is a app that I use to get points We buy what they offer higher point on and when its time to redeem they take your points away and wont tell you what receipts they think are fraudulent so you can show proof its really you! And they take all your points away Ive lost 100k or more in points such a scam I just want to warn people

  Business Response

  Date: 07/09/2024

  Hello and thank you for reaching out to the Fetch Team.
  The concerns raised in the Better Business Bureau complaint have been subject to a thorough investigation. During our investigation, we discovered multiple submissions of purchases not made by this user personally. This activity is not permitted under our Terms of Service. We have since deducted the points from this user's account.
  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