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: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
  
  

• Initial Complaint

  Date:04/22/2024

  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.

  On 3/24/24, requested two gift cards to Omaha Steaks from Fetch. One card was requested for $25.00 and second for $50.00. Both cards showed up in my account as ready to use. On 04/10/24, attempted to use both cards at a Omaha Steaks outlet. The $25.00 card was accepted and used. The $50.00 card was declined and showed not activated.I then contacted Fetch Who stated they used a third party vendor, Virtual Incentives. Fetch also stated that they looked into the transaction on their end and everything was correct.On 04/10/24, I contacted Virtual Incentives who stated, "we see no error with the gift card on our end. We are unable to assist with balance discrepancies or reward code errors as the reward codes are obtained directly from Omaha Steaks directly.On 04/22/24, I contacted Omaha Steaks customer service. Omaha Steaks confirmed the $50.00 gift code authorized was invalid and that it was Vitual Incentives responsibility to re-issue a valid gift card.All three companies involved, Fetch, Virtual Incentives, and Omaha Steaks are unwilling to correct this issue.

  Business Response

  Date: 04/23/2024

  Hello! Thank you for reaching out to the Fetch team!
  
  We reviewed this User's Account. With our investigation, we discovered that this user did redeem ****** Omaha Steaks gift cards. One for $25 and one for $50. We can also confirm that the $50 gift card is fully loaded and ready to use by verifying the gift card information via the Omaha Steaks gift card lookup which can be accessed here: *************************************************.
  
   The following suggestions have helped other users who had similar experiences:
  - Ask the cashier to manually enter the gift card number and PIN, especially if a barcode isn't available.
  - Seek help from a manager who may know more about applying the gift card credit to your purchase.
  - If redeeming online, ensure the correct card number and PIN is being entered.
  
  Please note that Virtual Incentives is a third party and supplier of the gift cards. Fetch can not reissue gift cards due to this reason. 
  
  If the user has any other questions, please feel free to reach out to us at **********************************.
  
  Warm regards,
  The Fetch Team
  
  

  Customer Answer

  Date: 04/23/2024

  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: 04/25/2024

  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:04/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I played 6 different games. Each game did not give me the points I was supposed to be awarded. I submitted tickets for each game providing screenshots of my task and my screen time, as instructed. I was awarded the wrong amount for 4 of the 6 games and no points for the other 2. I then spent 2 hours, writing out clear calculations, which you can find attached (which I was able to figure out with some effort even though fetchs employees could not), and resubmitted 6 tickets attaching the calculations and all necessary screen shots. For the 2 games I had not been awarded points for, I was awarded the wrong amounts and then told that they could no longer do anything about my missing points because they've already manually awarded me points once. I am not missing a small amount of points. I AM MISSING ****** POINTS even after them awarding me the points manually.I am deeply frustrated by Fetch's mishandling of my reward points issue. It is utterly unacceptable that due to your company's errors, I am now short almost ****** points. As a consumer, I entrusted Fetch to accurately calculate and award the points owed to me, only to be met with incompetence on your end. And because I trusted that a company's own employees would know how to correctly calculate my points, I'm in a situation where I'm being told I'm just supposed to deal with it.Your inability to rectify this situation reflects poorly on Fetch's credibility and competence. I demand immediate action to resolve this matter, as I refuse to settle for anything less than a thorough resolution.I will not tolerate being shortchanged for the time and effort I've invested in your platform. It is not my responsibility to compensate for Fetch's software glitches or miscalculations. The burden falls squarely on Fetch to honor its commitments and obligations to its customers.I will again, attach the following:1. Screenshots of the task page 2. Proof of screen time 3. Detailed calculations 4. A summary page

  Business Response

  Date: 04/24/2024

  Hello and thank you for reaching out to the Fetch Team!
  At Fetch, we love awarding our users for using Fetch Play, and we are so sorry to hear about the trouble with these Play points not being awarded correctly.
  After carefully reviewing all of the details within this complaint, we have issued an additional ****** Play points to this user. We would like to note that this maxes the user out for the games mentioned and no more points will be manually awarded for these games.
  We have sent a follow-up message to this user to the email address associated with their Fetch account with a more detailed breakdown of the points that have been awarded.
  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: 04/26/2024

  [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:
  Even though I was still not rewarded all the points I was supposed to receive,
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I've spent hours on this issue and I don't have the free time to keep going back and fourth with this company .  
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:04/18/2024

  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 collecting points through the fetch app for several months. I have tried using my rewards that I earned twice now and have been told that they violated the rules, when I try to redeem. I have not violated any rules. I have asked several times for them to show me what I did wrong and they refuse. I shop a lot for my family and business and only scan my receipts. I deserve an explanation and both of my rewards.

  Business Response

  Date: 04/19/2024

  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 some points deducted in error. We have awarded the points that were incorrectly deducted back to this user's account. 
  
  However, we also discovered that this user was folding receipts to alter the information for their submissions. As a final decision we have decided to uphold the point deduction for the affected submissions. The user will not be able to get these points 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:04/15/2024

  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.

  I keep scanning my receipts to accumulate points and they are valid receipts. I have a family of 10 people so I have lots of receipts, but they are ALL my personal receipts where I spent MY HARD EARNED MONEY, literally thousands of dollars. In March, I accumulated ****** points for a $50 reward. My reward was declined because they deducted ****** points. They said some receipts violated their rules. I asked them to prove it and show me which ones. They were all grocery and food receipt, and a few gas station receipts and they were all mine and NONE of them violated their rules. Each receipt is only worth around 25 points, so how can they be deducting 10,000-27,00 points??So anyway, they deducted ****** points and I had to start over to build back up to ****** points to get my $50 reward, which I did on April 12th and then they did the exact same thing again and deducted another ****** points and I still don't have my lousy $50 reward. This is some kind of BS. I have copies of all of my receipts as well as an excel spreadsheet documenting each receipt and the points that I got for each one. I need them go to give me my points back right away!! ****** points from March and ****** points from April 12th ****** total.

  Business Response

  Date: 04/16/2024

  Hello! Thank you for reaching out to the Fetch Team! 
  
  We reviewed this user's account and with our investigation, we found that this user was submitting receipts for orders that they did not purchase themselves. This activity is not permitted under our Terms of Service, for use of our app. As such this resulted in the removal of the points obtained from the affected receipts.
  
  As a final decision, this user will not be getting these points back, due to their submissions violating our Terms of Service. We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 28 (***************************************************).
  
  If the user has any questions, please feel free to reach out to us at **********************************.
  
  Warm regards,
  The Fetch Team
  
  

  Customer Answer

  Date: 04/16/2024

  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.
  
  As I have already explained, all of these receipts were my receipts for my personal purchases. I have a family of 20 people and therefore lots of receipts. I literally spent thousands of dollars and I demand that they give me all of my points back!
  
  Regards,
  
  *********************************

  Business Response

  Date: 04/17/2024

  Hello! Thank you for following up with the Fetch team!
  
  We were more than happy to take a closer look at this account. During our thorough investigation, we found that this user was submitting receipts from purchases not made by them personally in an attempt to gain Fetch points fraudulently. This is a direct violation of our Terms of Service.
  
   As a result, any points earned fraudulently have been removed from this account. We recognize that this might not be the desired outcome, but we value the understanding of our stance.
  
  As this is only a deduction of points 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: 04/18/2024

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

  Customer Answer

  Date: 04/19/2024

  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:04/13/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/13/2024 I had redeemed my points for several **** Club gift cards. The total I redeemed was over ******* points and then some for the gift cards. The points are equivalent to $200.00. I typically save up my points and use them for household items or groceries. I checked to see when the gift cards are ready and $100.00 worth of gift cards are there and the other $100.00 was cancelled by fetch themselves. And when I look at the activity it shows that ****** points were deducted. I sent in a review and got an automated message that I was fraudulently changing my receipts or using receipts that werent mine. I do have a lot of receipts but I do shop quite a bit because I coupon and do use fetch quite a bit, but that does not mean I am doing anything fraudulent. I sent in a follow up email and all you get is automated messages from the company that you are committing fraud l/ violating rules when in fact they are the ones committing fraud and scams. Its almost like they convince customers to use their app but really dont have the money to cover the payout once customers ask for it.

  Business Response

  Date: 04/14/2024

  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 do apologize for this error and we have since awarded the points back to this user's account.
  
  If the user has any questions, we are always happy to further assist them at **********************************.
  
  Warm Regards,
  
  The Fetch Team

• Initial Complaint

  Date:04/12/2024

  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.

  Apr.12, 2024. I tried to redeem my points to gift card but was declined. And they took away over ****** of my points without any specific reasons but saying some receipts broke their rules. ****** points, representing over ***** receipts. This is impossible.

  Business Response

  Date: 04/14/2024

  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:04/08/2024

  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.

  To whom it may concern: My name is ************************** and Im a Fetch Rewards account holder. My issue is my points keep getting deducted without any proper reason other than a general statement. My receipts were all legitimate and all purchases were met within the guidelines and regulations of the companys terms. They deducted ****** points initially then gave back ****** due to their error. When I finally redeemed a gift card for my points, they deducted another ****** again and declined my request. Tried to reach out but no concrete answer. I have bought things I did not need just to gain my hard earned points - I made copies of all my receipts for further review. Please help - Sincerely, *****

  Business Response

  Date: 04/08/2024

  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: 04/08/2024

  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 did not return any merchandise in order to gain points. That is in direct violation of my privacy rights regarding my purchase history - I did not give anyone permission to access my purchase and credit history.  If they want proof, I can certainly ask **************** Food 4 ************* or whoever else I buy my groceries from and provide them my purchase history.

  All I want is to maintain my hard earned points as I constantly buy things for points. They have given taken some points from me after awarding it a day earlier with an apology stating they took points away by mistake.

  Please award those points back. Thank you so much.

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

  Business Response

  Date: 04/09/2024

  Hello! Thank you for following up with the Fetch team!
  We were more than happy to take a closer look at this account. During our thorough investigation, we confirmed that this user was purchasing items and then returning them in an attempt to gain points fraudulently. This is a direct violation of our Terms of Service. As a result, any points earned fraudulently have been removed from this account. We recognize that this might not be the desired outcome, but we value the understanding of our stance.
  As this is only a deduction of points 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.
  (***************************************************)
  We are always available at **********************************.
  Warm Regards,
  The Fetch Team

• Initial Complaint

  Date:04/05/2024

  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.

  This is a company that collects data on peoples shopping experiences. Several times now they have taken away points from myself from my family for no reason. They wait until you go to cash them in. This time I am kindly telling them I want my points returned, and some extra for compensation for wasting my time and having to file complaints today. Clearly, this is becoming quite an issue for fetch as they have many complaints pushed against them now.

  Business Response

  Date: 04/07/2024

  Thank you for reaching out to the Fetch Team!

  Our team has thoroughly looked into the issues outlined in the Better Business Bureau complaint.Having taken the time to carefully assess the case, we would like to inform the user that the decision reached 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 available at **********************************.

  Warm Regards,

  The Fetch Team

• Initial Complaint

  Date:04/03/2024

  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.

  Fetch recently offered a promotion where, if you were to sign up for (2) different third party rewards programs through the link provided in the Fetch app, Fetch would credit you 3000 rewards points for each. They were **********'s Rewards and *********** Deli Rewards. This promo began on March 14th, and I signed up for each that first day. Each of these services sent me emails to show I signed up for them on 3/14/2024.Fast forward a couple weeks, I reach out to Fetch regarding a timeframe in which I was to receive credit for doing so. I was then notified by a representative that Fetch did not receive any notification of me signing up with these third parties, but if I were to submit screenshots of the welcome emails the third parties sent upon sign up, they could verify I had done so. I submitted the screenshots, and shortly after was told that my points would be available by the 2nd of April.Expecting these points, I reached back out on the 2nd of April, only to be told I don't qualify for the points because the offer has ended. Dowa information not get forwarded there? They then go on to tell me, "While a receipt eligibility timeframe is specified, there's a cap on how many users can redeem them". A couple days prior there was no mention of this "cap" when I first reached out, and the offers were still available. Was I told to wait until the 2nd of April so I'd be outside any window of eligibility? But there's a cap anyway, certainly there was no window of eligibility at that point?I have attached the emails with the sign up dates as proof.I've been here once before regarding Fetch and them not honoring points by shifting the goalposts. When I contacted the BBB then, It took months for Fetch to admit their wrongdoing and return to me my account and it's correct amount of points. I'm hoping this time I can reach out without any retaliation that costs me months of back and forth.

  Business Response

  Date: 04/04/2024

  Hello and thank you for reaching out to the Fetch Team!
  We love rewarding our users and we are more than happy to take a closer look at this offer issue.
  When taking a look, it appears that there was an issue with awarding the ***** points for this offer. These points have since been added to this user's account. These points were not added to a receipt, but the user will be able to see them added in their Points Hub by tapping on their points in the upper, right corner of your app. Additionally, they should have received an email letting them know these points were added to their account.
  If this user should have any questions, we are available at ***********************************

  Customer Answer

  Date: 04/08/2024

  [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,
  
  ***********************