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:05/15/2024

  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 received an email from Fetch on 5/15/2024 stating that::"effective 06/07/2024 Fetch won't be able to support devices using IOS and below."However Fetch stopped working on 5/15/2024 and with NO WARNING prevented me from accessing the points that I had accrued. CUSTOMERS like myself were given NO ADVANCE warning allowing to redeem the points they had earned. Fetch must allow customers to redeem unclaimed points or delete the information that they have collected from customers for which they have not compensated the customer.

  Business Response

  Date: 05/16/2024

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

  Our Team was able to review this user's issue. We can confirm the user did receive an email stating that Fetch would not be accessible on devices running iOS 15 on 6/7/2024. As technology progresses, so must our app. Some devices won't work with Fetch and this includes rooted or jailbroken devices.

  Users are still able to access and use their Fetch account on devices running iOS 15 until 6/7.

  We also can confirm that this user is using an iPhone 8, which can be updated to iOS 16! If this user updates their iPhone 8 to iOS 16, they will still be able to access and use their Fetch account!

  If this user is having issues logging into their app or has other account questions, our Specialists are more than happy to assist them further at **********************************.

  If the user has any other questions, please feel free to reach out to us!

  Warm regards,
  The Fetch Team

  Customer Answer

  Date: 05/16/2024

  [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:05/11/2024

  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.

  I have been using fetch for several years. used to be my favorite app, but now its gone way down hill. I saved up almost 60k in points that i attempted to redeem for a $50 gift card. Next thing i know, they denied my request and reset my points to 0. I asked for clarification, rather than having the decency and maturity to provide an explanation, they (by they i mean it was probably a bot) sent me a copy and pasted response about how i violated their TOS. I replied and explained I wasnt aware i did so and asked for them to show me what policy i violated. They refused to respond. I reached out again. Same copy and paste reply, but no actual explanation. Horrible app. Shady business practices and the worst customer service ive ever experienced. I encourage everyone to delete this app until their management stops develops the maturity and customer service skills to actually respond to their "support tickets". Grow up and stop using a bot to send a copy and pasted statement

  Business Response

  Date: 05/13/2024

  Hello! Thank you for reaching out to the Fetch Team!
  We love helping our users save while shopping and we were more than happy to take a look at this account.
  While reviewing this account, our Team found multiple instances of this user purchasing items and then returning them in an attempt to gain Fetch points. This is a direct violation of 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 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 available at **********************************.
  Warm Regards,
  The Fetch Team

  Customer Answer

  Date: 05/16/2024

  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.] 
  Another copy and pasted response with no actual answer or proof of alleged violations 
  Regards,
  
  *********************

  Business Response

  Date: 05/17/2024

  Hello! Thank you for following up with 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 purchasing items and then returning them 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:05/11/2024

  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 is an app that gives you points every time you upload a receipt and then you can turn in the points for gift cards and such. I told them REPEATEDLY that my bonus points weren't loading when I uploaded ********* receipts. I asked them to please fix this glitch in their app. I download every app update, and still they refuse to fix the issue. Their "solution" is to have me send them a screen shot of my points total for each individual brand that isn't loading points properly, and THEN they update my points. This uses up my data, which in turn costs me money. They have every tool in their possession to look into this on their own, but they prefer to waste my time and money.

  Business Response

  Date: 05/12/2024

  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 investigating, our team was unable to locate the receipt with the qualifying items purchased. This information was requesting by several team members with no response. 
  
  We apologize for this experience and have added 500 points to the user's account for the trouble.
  
  If the user has any questions, they may always reach out to us at **********************************.
  
  Warm Regards,
  
  The Fetch Team

• Initial Complaint

  Date:05/08/2024

  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 business has people use receipts and play games to win gift cards. There has been multiple times where I have had enough to redeem a gift card and the remove my points so they don't have to payout. I googled them and it looks like this is am issue with lots of people around the world as well. I would like this business to understand that they can get shut down for scamming people

  Business Response

  Date: 05/08/2024

  Hello and thank you for taking the time to reach out to the Fetch Team!
  Our Team has thoroughly looked into the issues outlined in the Better Business Bureau complaint. While reviewing, it appears we have been in contact with this user and issued the ***** back to their account. We would like to thank the user for taking the time to reach out, and apologize for the invalid deduction.
  If the user has any questions, we are always happy to further assist them at **********************************.
  Warm Regards,
  The Fetch Team

• Initial Complaint

  Date:05/07/2024

  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'm experiencing the same issue as others. I saved 29k points for a 25 ****** reward. I waited 3 days for my reward and logged in to find **** had deducted 1400 points stating it violated their policy. I asked for proof and none was provided. I saved up the 1400 again and asked for a reward 3 days ago. They waited until the last day to review the same receipts they reviewed before and the new 1400 and by some miracle found 7776pts given in error. Even though onlu 1400 new points had been given. So...you guessed it. They declined my 25 gift card reward. No proof once again. BBB should be noticing this is a real issue with this company and they are scamming people.

  Business Response

  Date: 05/08/2024

  Hello. Thank you for reaching out to the Fetch Team!
  We enjoy rewarding our user's for shopping and were more than happy to review this account.
  While investigating, our Team discovered that this user was folding receipts to alter the information for their submissions. This is a direct violation of our Terms of Service. Any Fetch points earned fraudulently have been removed from the account. We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 28 (***************************************************).
  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: 05/08/2024

  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 repeatedly asked this business to provide proof of their fraud accusations and they cannot. Furthermore receipts are reviewed and approved when initially uploaded to thr application.  They then took issue with my receipts only when I had 29k and asked for a reward using all the points. They reportedly found 1400 pts that were a violation of their policies. I then recouped those 1400 over 3 weeks by scanning more receipts and then asked for the same reward using 29k points for a 25 dollar ****** gift card. They then reviewed the same 27k they had no issue with before and rhe new 1400 pts I added and claim to have found another 7776 pts they felt were a violation of policies which they now are saying is folded receipts. I am again asking for proof of this violation or points to be reinstated and my gift card in the amount og 25 dollars to ****** rewarded.
  
  Regards,
  
  **************

  Business Response

  Date: 05/08/2024

  Hello. Thank you for reaching back out to the Fetch Team!
  Altering or obscuring receipts in any form is a violation of our Terms of Service.  Any Fetch points earned fraudulently have been removed from the account. We do not need to provide evidence to move forward with this decision. It makes us sad when we have to deduct points from an account for not following our rules. We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 28 (***************************************************).
  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:05/07/2024

  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.

  Ordered ********** on mobile order for promo of 3500 on a receipt. **** does not give paper receipts on mobile orders. Submitted a picture of mobile receipt and it did not count the promo but it knew it was a Wawa receipt. Contacted customer service to be told that pictures of eReceipts can not be accepted. This makes no sense if I dont get a an actual receipt because there isnt an option for eReceipt for Wawa. Im not understanding why someone can not manually add the points to my account

  Business Response

  Date: 05/08/2024

  Hello! Thank you for reaching out to Fetch Team!
  We love rewarding our user's for shopping and were more than happy to take a look at this account.
  Currently, our system cannot accept images of a screen or printouts as a proof of purchase. If this user would like to receive the offer points, they will need to submit this purchase using our eReceipt feature with an accepted email domain.
  Please review our eReceipt criteria here: ***********************************************************************************************************************************************************************************************
  If this user has any questions about this, we are happy to answer them at **********************************.
  Warm regards,
  The Fetch Team

  Customer Answer

  Date: 05/08/2024

  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.
  
  Why can you not credit my account the points this one time as an exception? Its not my fault Wawa doesnt give paper receipts on mobile orders
  
  Regards,
  
  *************************

  Business Response

  Date: 05/08/2024

  Hello! Thank you for reaching back out.
  Our system cannot accept images of a screen or printouts as a proof of purchase. The only way to receive points for this offer is to properly scan this eReceipt in using the eReceipt feature. Once this eReceipt is scanned properly, the offer points should follow.
  Please review our eReceipt criteria here: ***********************************************************************************************************************************************************************************************
  If this user has any questions about this, we are happy to answer them at **********************************.
  Warm regards,
  The Fetch Team

• Initial Complaint

  Date:05/02/2024

  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.

  Hello, I use the Fetch Rewards App to save money for my family. I have been using the app for a while now and recently I tried to redeem a giftcard for Target in the amount of $25. The gift card was declined on 5/1/24 for exceeding points balance. I messaged Fetch and they refused to provide any specific answers. In order to redeem the gift cards points need to be collected. I have bought many items because of this app because I believed I would be reimbursed however the app took away all the points I had collected leaving me with a 0 balance. I should have roughly ****** points which is equivalent to $50. I took to reddit to ask if any other users have been experiencing this issue and many users had the same complaint. Fetch will decline gift cards and remove all points so the reimbursement would not occur. It is a scam. I earn pay check to pay check so every ***** counts. I have spent more in groceries because of the Fetch app by submitting my receipts. If gift cards higher than $10 are redeemed then fetch will decline gift cards its simply a scheme to not pay users. I want Fetch to restore my earned amount and I will redeem the $50 dollars and never use the is app again.

  Business Response

  Date: 05/03/2024

  Hello and thank you for taking the time to reach out to the Fetch team!

  Our team has thoroughly looked into the issues outlined in the Better Business Bureau complaint. After further review, we discovered that this user's points were deducted in error.

  We would like the user to note that at the time of deduction, the user had ****** points available in their account. The user will be receiving ****** points back to their account and we do apologize for this error.

  If the user has any questions, we are always happy to further assist them at **********************************.

  Warm Regards,

  The Fetch Team

• Initial Complaint

  Date:04/29/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I completed an offer in the Fetch app to sign up as a new user/member for a ********************** account at ************************ I correctly signed up through the Fetch app, and took a screenshot of Fetch's OWN confirmation screen indicating points would be awarded in 7-10 business days. After 10+ business days, I reached out since points had still not been awarded. After several back & forth with Fetch customer service providing them ALL the information, screenshots, etc. they've asked for, they send the same canned response saying I need to finish setting up my account & points will be awarded in 14 days. My account has been set up - they have screenshots confirming it. I just don't get it - why bother having cust svc reps when they don't even read the complaint? Also, doesn't Fetch make $ through company affiliate commissions? Every time I try to redeem one of their offers & I don't receive the points I've already fairly earned (which seems to happen more and more frequently), all it does is waste their time, my time & hurt the company they're promoting...now, I'm feeling **********'s is complicit in the fraudulent ********* have no interest in buying their food. I don't know what's going on at Fetch - they used to be really good about issues. Not anymore. I get the feeling their reps have been advised to make it as DIFFICULT as possible to award whatever points have been promised as either product offers, new account sign-**** their gaming apps, etc...basically amounting to fraudulent offers. I would like the ***** point promised in the offer added to my Fetch account.

  Business Response

  Date: 04/30/2024

  Hello! Thank you for reaching out to the Fetch team!
  
  Our Team was able to review this user's issue. We discovered that they, in fact, qualified for the offer and their points were not awarded in error. Our team was able to award the ***** points for the user's offer directly to their point total. 
  
  The user will be able to see these points added in their Points Hub by tapping on the points in the upper, right corner of their app. Additionally, they should have received an email letting them know these points were added to their 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:04/27/2024

  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 scam app. I have spent thousands and thousands of dollars the last few weeks primarily. I have a massive sized family and friends where I buy a lot of receipts and I am a truck driver so I shop all over the country and scan receipts. However, fetch has taken approximately 750k points from me and refuses to give me my gift cards because it supposedly violated their rules. It is not possible because all were bought by me and I have proof of receipts. They give zero explanation and do not correct their mistakes. It's blatant fraud, a class action lawsuit is definitely needed here. They coerce you with the chance of a reward to buy stuff that they make money on and then refuse to give you your points and gift cards. I for sure will be relentless in contacting lawyers. I don't know what needs to be done to prove it's my stuff? Need a picture of the food, beer, liquor, pet food I stocked up on? Receipts? You all have most of that already. What a scam. I want my gift cards and or points returned. Maybe I'll start contacting everyone on Redit who's had the same situation occur and contact the news media.

  Business Response

  Date: 04/29/2024

  Hello! Thank you for reaching out to the Fetch Team!
  
  We love helping our users save while shopping and we were more than happy to take a look at this account.
  
  While reviewing this account, our Team found multiple instances of this user purchasing items and then returning them in an attempt to gain Fetch points. This is a direct violation of 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 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 available at **********************************.
  
  Warm Regards,
  
  The Fetch Team

• Initial Complaint

  Date:04/25/2024

  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 requested cancellation via email February 15,2024 and they still billed me in March and again in April. The April charge is still pending but I would like both amounts credited to my account and to cancel the subscription.

  Business Response

  Date: 04/26/2024

  Hello! Thank you for reaching out to the Fetch team!
  
  Our Team was able to review this issue, it seems 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!
  
  Fetch does not require payments for use, and is completely free to use. We recommend attempting to use the support features found with the app that the screenshots are taken from. We wish the user a speedy resolution to their issue.
  
  If the user has any other questions, please feel free to reach out to us at **********************************.
  
  Warm regards,
  The Fetch Team