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:06/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fetch delivered to the incorrect door below, and because I went searching for it and left my number on their door. The neighbor (*****)who had my package for over 15 hours for some reason, decides to finally text me the NEXT day while I was at work, that she left my things outside THEIR door. I go AGAIN to this STRANGERS door, the packages were not there yet again! Why they decided to not check with me Ill never know! I wish theyd just left them alone! Who knows if they ever had them. And no fetch, Im will not beat down this strangers door! I am not a BOUNTY HUNTER. Fetch(****** from *******) now says they wont refund me due to me making text arrangements to pick up the package. Fetch needs to understand their liability in pushing their customers to continue to keep asking unknown people if they have their packages. It comes across accusatory and the company needs some accountability. You see where I am going with this? You will have a lot more to worry about when a tenant gets hurt trying to **** down strangers and solve the mystery of their missing packages due to fetch. They need to understand they may be causing a liability by pushing us to do more than what is normally expected from customers. Its ok to ask and check but beyond that Im not sure what else is required. We cannot continue to play bounty hunter in order to meet fetch's unknown standards of satisfaction!! I appreciate my neighbor helping me when asked, but its not her fault either that my packages were gone outside her door beyond that. FETCH has FORCED themselves in our wallets to pay for their convenient unasked for service, I believe I have done more than enough on my end and thats why I contacted fetch asap. At the end of the day, their policy states they will solve this if they have proof they delivered to the wrong door. But now their proof is a stranger saying they text me that my packages were outside randomly the next day. Thanks fetch again for losing my property.

  Business Response

  Date: 06/12/2024

  Thank you for reaching out to the Fetch Team!
  We are a rewards app that helps users save while shopping at their favorite retailers.
  It looks like the user is referring to a package and the user can reach out to ******************** delivery service for further assistance here: ************************************************************
  Warm regards,
  The Fetch Team

• Initial Complaint

  Date:06/06/2024

  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 completed a deal on the app by buying the product and uploading the receipt for it. On 5/15 I bought 2 of the products for 2 redemptions of the points for it. The receipt uploaded correctly but afterwards I noticed they were sending the points to a different offer instead of the correct one. I reached out but the customer service said after 3 days they can't "correct a receipt"... I said it's not to be corrected I just want my points like your rules state. I sent all information to prove my case. Their response was to give me half the points I EARNED! Not acceptable, I want the points I earned and it seems they're trying to find any loophole to get out of it. YOU offered it I completed it! False advertising!

  Business Response

  Date: 06/07/2024

  Hello and thank you for reaching out to the Fetch Team!
  We love awarding our users for shopping, and we were more than happy to take a look at this complaint.
  We would like to apologize for the missing points on this receipt. This receipt is now too old to be corrected, but we have added the points for this offer to a more recent CVS receipt from 06/05.
  If the user has any other questions, please feel free to reach out to us at **********************************.
  Warm regards,
  The Fetch Team

  Customer Answer

  Date: 06/07/2024

  [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:05/29/2024

  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.

  Wrongfully deducted points from my account at the midnight hour of my reward coming in. Despite the deduction I still had enough points for my reward yet they cancelled it and expected me to wait an additional 3 days for my reward assuming they dont decline that one as well.

  Business Response

  Date: 05/30/2024

  Thank you for reaching out to the Fetch Team! We enjoy rewarding our users for shopping and were more than happy to take a look at this account.
  After thoughtful review, 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 suspension of the account.
  If this user has any questions, we are always available at **********************************.
  Warm Regards,
  The Fetch Team

  Customer Answer

  Date: 05/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Their generic response STILL does not address the issue at hand. 
  Regards,
  
  ***********************************

  Business Response

  Date: 05/31/2024

  Hello! Thank you for following up with the Fetch Team!
  
  Our Team investigated this user's account further. We confirmed several instances of this user uploading receipts that went against our Terms of Service in an attempt to gain Fetch points. 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
  
  

  Customer Answer

  Date: 06/04/2024

  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.
  
  because Im getting a generic response that does not actually address the fact that my reward was denied even though I still had enough points after their bogus deduction. Scam for sure. 
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:05/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fetch refused every claim I sent it, always finding a loop hole not to pay. When I asked them 6 months ago to cancel, they kept sending emails saying they gathered to see me cancel and wanted to chat with me. I didnt want to chat. Im disabled. I simply wanted to cancel and receive my refund for a horrible service.

  Business Response

  Date: 05/24/2024

  Hello! Thank you for reaching out to the Fetch team!
  
  Our Team was able to review this inquiry! With our investigation, we believe that this user is attempting to contact a different company. We are Fetch, a mobile app that works by snapping a picture of your receipts and we'll award you points on participating products and offers. You can download our mobile app by visiting Fetch.com to start snapping and earning points!
  
  We did locate an account with our ******************** app that has not been logged into since 10/3/2020. We have since deactivated this account as a courtesy to this user. If this user chooses to utilize the ******************** app to earn points that they can redeem for gift cards, we're more than happy to activate this user's account once more! 
  
  If the user has any other questions, please feel free to reach out to us at **********************************.
  
  Warm regards,
  The Fetch Team
  
  

• Initial Complaint

  Date:05/23/2024

  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.

  On May 21, I attempted to use my fetch app and got a screen stating that I had to update in order to use it. Upon attempting to update, I received the message that iOS 16 was required and that my iPhone was already updated to the most recent update and iOS 16 was not available. I contacted Fetch support by email and they told me more than once that I can still access my account until June 7 before the required update but I sent them screen shots showing them that I can not. These emails went back and forth for two days between three of their support members. They are telling me that I cant have my earnings unless I go to the app that I have no access. They have seen the screen shots! I want the funds that I have already earned since I was given NO notice that I would lose the money I earned prior to this. They should have given their customers ample notice that they would be losing their money. Im not buying a different phone just to access their app. I have the emails if there is a BBB email to which I can forward them.

  Business Response

  Date: 05/28/2024

  Hello! Thank you for reaching out to the Fetch team!
  
  We reviewed this User's Account, and we see that user was in contact with one of our Senior Specialists. We see that this user was able to work with this Specialist to get access to their account once more. 
  
  We apologize for any confusion and appreciate the user's patience as we worked toward a resolution. If the user has any other questions, please feel free to reach out to us at **********************************.
  
  Warm regards,
  The Fetch Team
  

  Customer Answer

  Date: 05/28/2024

  Good morning,

   

  Since filing my complaint, Fetch has decided to work at remedying the situation and I was able to access my account this morning to cash out my earnings towards an Amazon gift card that should be available within 72 hours. I am satisfied with this solution. 

  Thank you! 

   

  ************************;
  
  
  

• Initial Complaint

  Date:05/22/2024

  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.

  02/27/2024 03/14/2024 05/19/2024 Denied prize in the form of gift cards due to false accusations; I was not the person submitting claim. When I asked for explanation I received below responses; Fetch Rewards Support (Fetch)May 21, 2024, 7:48AM CDT Hello,Thanks for reaching out.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.We appreciate your enthusiasm for Fetch and hope you continue enjoying everything the app has to offer. If you have any questions about how Fetch works or whats allowed under our Terms of Service, please feel free to reach out at any time.However, please note that were not able to reissue points that are removed from invalid submissions.May 21, 2024, 10:04AM CDT Hello,Thank you for following up. I see that we addressed this same issue for you in a previous ticket. After thoroughly reviewing your account again, the actions that were taken and explained in our last response about this matter were in line with our policies. I am therefore unable to reverse the decision that was previously made.I encourage you to review the previous ticket if you want more information about the actions that were taken. If you have further questions please take a look at our Terms of Service here.At this time we consider this matter resolved and will not be able to respond to further inquiries about it. However, if you need assistance with anything else you are always welcome to reach back out.Thank you,Account Inquiries

  Business Response

  Date: 05/23/2024

  Hello! Thank you for reaching out to the Fetch Team!
  
  Our Team reviewed this user's account and activity in question. Upon final review, our Team discovered multiple instances of this user submitting receipts that they did not pay for in an attempt to gain Fetch points. 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
  
  

  Customer Answer

  Date: 05/23/2024

  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: 05/23/2024

  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.
  

  False claim and failure to provide proof. Fetch had ample opportunities to deny the claim. It wasn't until after multiple purchases were made that they decided to best deny the claim. They had ample opportunities to deny claims, which they failed. Furthermore, I requested proof several times for this claim, to which they never responded. 
  It's easy for this business to lure people to make purchases, but when it comes to redemption, they deny claims.
  
  Regards,
  
  ***********************

  Business Response

  Date: 05/24/2024

  Hello! Thank you for following up with the Fetch Team!
  
  Our Team investigated this user's account further. We confirmed that this user was submitting receipts that they did not pay for in an attempt to gain Fetch points. 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:05/22/2024

  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 tells you you will receive gift cards and give little bonus things saying spend 15 dollars in glade candles or whatever the deal may be and when you do it and try to claim your gift card thet denied it and take away all your points this is a flat out scam

  Business Response

  Date: 05/23/2024

  Hello! Thank you for reaching out to the Fetch team!
  
  Our Team was able to review this user's account. With our investigation, we discovered that this user had points deducted in error. We have awarded the points that were incorrectly deducted back to this user's account. 
  
  If the user has any other questions, please feel free to reach out to us at **********************************.
  
  Warm regards,
  The Fetch Team
  
  

• Initial Complaint

  Date:05/21/2024

  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 submitted a receipt to Fetch to be awarded points for a purchase. They awarded me for 3 of the 4 items purchased. I submitted my request to have the matter resolved. Fetch claims that someone else submitted the receipt and my submission is a duplicate. I have allowed Fetch sufficient time to resolve the matter but nobody is truly investigating. I keep getting the same results. Nothing. This started on 5/2/24.

  Business Response

  Date: 05/21/2024

  Hello! Thank you for reaching out to the Fetch team!
  
  Our Team was able to review this user's inquiry. With our investigation we discovered that this user reached out to us regarding a submitted receipt from ********** dated 4/27/24. The receipt in question is in fact a duplicate submission that was submitted by another user. This can occur when friends or family members use the app. For privacy and security reasons, we can't disclose any details about the original submitting account. We can only confirm that the receipt has already been submitted and cannot be resubmitted. 
  
  Receipts can only be snapped & accepted once within the app regardless of which user snaps the receipt. Once a receipt is accepted, it is no longer eligible for other user's accounts. As such, the receipt in question was marked as a duplicate submission and was/will not be credited points. 
  
  If the user has any other questions, please feel free to reach out to us at **********************************!
  
  Warm regards,
  The Fetch Team
  
  

  Customer Answer

  Date: 05/23/2024

  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 is still the same response as was given previously. The business has not addressed my concern/question. If the receipt was submitted previously or a duplicate, how was I able to get 3 of the 4 offers? All 4 NINJAMAS are on this receipt. Fetch needs to explain how a customer can get 3 or f the offers and then a different account uses the same receipt to claim the 4th item.
  Regards,
  
  *****************************

  Business Response

  Date: 05/24/2024

  Hello! Thank you for following up with the Fetch team!
  
  Our Team was able to review this user's inquiry in further depth. With our investigation we discovered that this user originally reached out to us within support tickets: ******** & ********, providing information for a receipt from ********** dated 4/27/24. 
  
  With the newly provided information from the user, our Team reviewed their account further. We discovered that the receipt that the user was actually inquiring about was from Publix dated: 5/9/2024. We can confirm that there were four qualifying products purchased on this receipt. We have since credited the user for the missing ***** points to a recently submitted Publix receipt.
  
  These points should be visible the next time the user opens their ******************** app!
  
  If the user has any other questions, please feel free to reach out to us at **********************************!
  
  Warm regards,
  The Fetch Team
  
  

  Customer Answer

  Date: 05/25/2024

  [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:05/17/2024

  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 redeemed over ***** points for a ******* Gift Card on 5/14 2024and they said it takes 72 hours and after ******************************************************************************** proof

  Business Response

  Date: 05/19/2024

  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:05/16/2024

  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 had submitted receipts and played games to earn enough points to cash out on a $50 Amazon gift card. When I selected my redemption choice the points were immediately deducted from my account and the gift card status was pending. After not getting an email with the redemption code I had checked the app for status. Status was denied. When I sent a message asking why they stated that I scanned in receipts that were not mine. When I asked for specific examples (which receipts) they told me to refer to the rules and that they would not change their decision on the issue and that they were closing the case and would not discuss it with me anymore. The receipts that I scan are mine and I have credit card statements to prove it. They wouldn't even tell me which receipt(s) was in question. To waste the amount of time I have uploading receipts and playing games to cash out on their largest gift card only to have over half of my points taken away when I can finally cash out is not cool. I've been using this app for a while with no issues, now it seems like they have changed into a greedy company that doesn't follow through with what they claim to be. All I wanted was to play my games, snap my receipts and get to cash out for gift cards like the company claims it does.

  Business Response

  Date: 05/17/2024

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

  We reviewed this User's Account. With our investigation, we discovered that this user had points deducted in error. We have awarded the points that were incorrectly deducted back to this user's account.

  If the user has any other questions, please feel free to reach out to us at **********************************.

  Warm regards,
  The Fetch Team

  Customer Answer

  Date: 05/20/2024

  [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. 

  The points were returned and I was allowed to redeem them for my chosen gift card.
  
  Regards,
  
  *************************