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:03/30/2024

  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.

  Anyone wishing to assist in filing against this company ? FRAUD and anything else we can prove against this company (?)They accuse people of using fraudulent receipts that are not the account holders and or go against their rules.. but never show proof on their end. In my case.. because I was an active points redeemer..they canceled my account. Without refunding my points they took . But am ready to form a class action .

  Business Response

  Date: 04/01/2024

  Hello! Thank you for reaching out to the Fech Team!
  
  We have reviewed this users account. With our investigation, we were able to locate this user's account with the information provided. We can also confirm that this user's account is still active and available for use, with the user's points ready for use. If the user is seeing that points were deducted from their account, our team can review their account with them further at ******************************************. 
  
  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.
  
  Warm regards,
  The Fetch Team
  
  

• Initial Complaint

  Date:03/30/2024

  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.

  This is with the Fetch Rewards points . You scan receipts and collect points and get merchandise credit for it . Redeemable with a voucher # ( in my case) or gift card form.I have used the points to only purchase Cracker Barrel food voucher . I believe it was 3500 points for a ***** voucher.1st 2 times , no problem using or redeeming.My 3rd voucher to cracker barrel , went to cashier and was told I no longer had an account??I went ahead paid for my meal. ( no choices there)Contacted both Fetch and cracker barrel . Each passes the buck and nothing has been done about the ****************************************************** my rewards account ready for use , but no account to redeem when I get to cashier?My theory is this ... once they see you collecting and actually using the points, they suspend your account or close you out altogether.Almost like car insurance.. once you start making claims ...they will drop you like a hot potato!

  Business Response

  Date: 03/31/2024

  Hello, thanks for contacting the Fetch team!

  This user submitted the same complaint twice and is currently being assisted on BBB complaint #********. 
  

  Warm Regards,

  The Fetch Team 

• Initial Complaint

  Date:03/29/2024

  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.

  Taking advantage of consumers lying to consumers and sponsors Not giving gift cards as stated

  Business Response

  Date: 03/29/2024

  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 altering the information on successful receipt scans by using the 'Correct your own receipt' feature, to obtain points that would not have been awarded from the correct information on the receipt. 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: 03/30/2024

  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.
  
  [Please type your response here.]
  
  Regards,
  
  May ***

  Customer Answer

  Date: 04/01/2024

  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.
  
  [iPlease type your response here.]

  i noticed I was being cheated out of points for awhile I have more than 25 pages like the ones attached 

  wow first they Insinuated I was returning and canceling my purchases now there is insinuating that I was correcting something what I dont understand

  fetch is cheating defrauding sponsors 
  Regards,
  
  May Ali

  Business Response

  Date: 04/02/2024

  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 falsely correcting their own receipts 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 deactivation of the account.
  (***************************************************)
  If this user has any questions, we are available at **********************************.
  Warm Regards,
  The Fetch Team

• Initial Complaint

  Date:03/21/2024

  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 have been using the Fetch Awards App for about a month, uploaded receipts only once and only have one account. In other words, have not attempted any fraudulent activity. After attempting to cash out points to a gift card, the request was denied and over 20k+ points were deducted from my account. I have asked to review several times and have sent upwards of 5 different messages to their customer service team and have received zero replies for over 5 days. On top of that, it seems this is a common issue with this app as Ive seen multiple complaints with this same issue as well as many chat boards with former users having this happened to them. It appears they are engaged in both false advertising and manipulation as they get you to purchase certain brands for points that they arbitrarily take away so you arent able to cash out to any rewards.

  Business Response

  Date: 03/22/2024

  Hello! Thank you for reaching out to the Fetch team!
  
  We reviewed this user's account and the activity in question. During our investigation 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, please feel free to reach out to us at **********************************.
  
  Warm regards,
  The Fetch Team
  
  

  Customer Answer

  Date: 03/22/2024

  [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:03/14/2024

  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.

  Fetch Rewards sent me an email this morning to ********************* at 9:58CDT stating this:Hello,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.Thank you,Account Inquiries ******************** I replied to them that I have been a user of their app for 3 years and have not violated their terms of service nor have never had a problem redeeming my reward points.They responded today March 14th at 331pm CDT stating "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. 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."On March 13th, I submitted ****** points within their app to redeem for a $25 Albertsons gift card, and they are claiming my points are invalid because it violated their policies. They have not ever addressed this same issue before.

  Business Response

  Date: 03/15/2024

  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:03/13/2024

  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 saved enough points and wanted to redeem them for a $25 **** Card. I never got an email or anything for this card. I would like to have what I earned otherwise this company is being deceptive and dishonest!

  Business Response

  Date: 03/13/2024

  Hello and thank you for reaching out to the Fetch Team!
  
  We were more than happy to assist this user with their reward.
  
  We were able to resend their **** reward to the email address connected to their Fetch account. If the user does not see it in their immediate inbox, they can check their 'All Mail' folder or search the keywords "Redemption Link".
  
  If the user has any further questions, please feel free to reach out to us at **********************************.
  
  Warm regards,

  The Fetch Team

  Customer Answer

  Date: 03/15/2024

  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.
  
  There has been no email for my $25 card!  I did use the keyword Redemption Link as well as Fetch nothing is in my email!  This is disappointing for the fact that I took my own time to send photos from purchases that I made.  Fetch allows customers to cash out their points for gift cards etc.  In this case this company has still not made the effort to put a $25 **** card in my email as this is what the company promised!  This is about being straight forward and honest!!! NOT DECEIVING PEOPLE!
  
  Regards,
  
  *******************************

  Business Response

  Date: 03/16/2024

  Hello and thank you for reaching out via BBB. We are happy to look at this once more.
  
  We went ahead and created a follow-up ticket #******* to you informing you that we have re-sent the **** reward to your connected Yahoo email once more. If you are still not seeing the reward after 24 hrs from this notice, please reply back to us in that ticket so we can escalate accordingly.

  Thanks for your support!

  Kindly,

  The Fetch Team

• Initial Complaint

  Date:03/09/2024

  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.

  Fetch has removed ****** points from my account saying that I broke their rules so they took my points. Ive emailed several times and submitted reviews several times. They refuse to tell me how I broke the rules and on which receipts they were broken. I have never submitted any reciepts except for ones I personally paid for. Theres no reason they should have taken my points. I want them put back on my account, this is theft by the company.

  Business Response

  Date: 03/11/2024

  Hello and thank you for reaching out to the Fetch Team!
  We were more than happy to take a look at this user's account. When we reviewed this account, we noticed several receipts submitted on the account that violated our Terms of Service. (***************************************************)
  Any points resulting from these submissions were removed from this account.
  Per our Terms of Service, if you wish to open a dispute for points that were deducted from your account, you must do so within 30 days of the deduction. Unfortunately too much time has elapsed and we are now unable to process the requested dispute. At this time we are not able to reissue any points that were removed due to those invalid submissions.
  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: 03/11/2024

  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 

   

  the points were deducted 2 weeks ago. Since then I have disputed multiple times asking for more information. It has not been over 30 days as you can clearly see in the screenshot that I snapped today. Its been 2 weeks. You are just giving me the run around.
  

  None of my reciepts violate any rules and they refuse to tell me anything about what rules they violate. 
  

  you have stolen $30 worth of points and are just sending generic responses. I want my points added back to my account!

   

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

  Business Response

  Date: 03/13/2024

  Hello! Thank you for reaching back out to the Fetch Team.
  When our Team first reviewed this account, we discovered a point deduction 11/08/2023. This was the deduction that we have referenced in our initial reply. Upon further investigation, we also discovered a point deduction taking place on 02/24/2024. We do apologize for the confusion that this has caused.
  After this second review, our decision remains the same. During our thorough investigation, we found that this user has been submitting multiple receipts from purchases not made by them personally. 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 deactivation of the account.
  (***************************************************)
  If this user has any questions, we are available at **********************************.
  Warm Regards,
  The Fetch Team

• Initial Complaint

  Date:03/03/2024

  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.

  On 3/3/24 my ****** points were removed from my account and my gift card redemption cancelled. I want my points restored because all of my receipts were accepted before they claimed my "receipts broke the rules so we corrected your points". None of my receipts broke the rules and they cancelled all the points I had not just the ones they claimed were invalid. To be clear all my receipts were accepted previously as valid.

  Business Response

  Date: 03/04/2024

  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 has been submitting multiple receipts from purchases not made by them personally. 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 deactivation of the account.
  (***************************************************)
  If this user has any questions, we are available at **********************************.
  Warm Regards,
  The Fetch Team

  Customer Answer

  Date: 03/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have proof that the receipts I submitted are indeed my own.  Therefore, it is a false claim by Fetch that I have submitted duplicate, multiple, receipts that are not my own. They have done this to many people who have also filed similar claims against them. Just looking at their reviews online show that this is a very dishonest company who likes to steal people's points so that they can get free data.  They then refuse to acknowlege emails or communication that they are wrong.  I was skeptical about joining because I did my homework before I joined and read all of their bad reviews.  A friend talked me into it.  I should have listened to my instincts which told me this company was dishonest and a waste of time and effort. Also, these theives also stole all my points not just some of them like they claim. I want my points back now and an apology from these data thieves.
  
  Regards,
  
  *********************

  Business Response

  Date: 03/05/2024

  Hello! Thank you for following up with the Fetch Team! 
  
  We reviewed this user's account and with our investigation, we found that this user was submitting receipts from purchases that were not made by the user, or on the user's behalf, and obtained points from these submissions. The submissions of the receipts from purchases that were not made by the user, or on the user's behalf, resulted in the removal of the points obtained from the submitted 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
  
  

• Initial Complaint

  Date:03/01/2024

  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.

  Fetch rewards declined my gift card redemptions and deducted ****** points stating that one of my recent receipts had broken rules. This is the equivalent of $21.53. After researching this matter, it has come to my attention that this has been the experience of many users lately. Points are hard to accumulate on fetch as most receipts only earn the 25 points for scanning. The only time receipts can earn a high number of points is when users purchase items in the available offers which is where the majority of my points came from. I earned the points *************** by going into stores and making purchases. I am requesting that Fetch Rewards return the ****** points they have deducted. I have the proof of my purchases and am willing to provide this proof!

  Business Response

  Date: 03/02/2024

  Hello and thank you for reaching out to Fetch via BBB. We are happy to review this further. After a thorough investigation, our Accounts Team found no evidence of receipts submissions that went against our Terms of Service and have successfully restored the points that were erroneously deducted. We can confirm that this User was able to successfully redeem a reward immediately upon restoration of these points and should have a fresh new reward ready for use within 72 hrs processing time. Thanks for bringing this to our attention, if there is anything else we can address or assist with, please do connect with us directly at **********************************. Have a great day!
  

  Kindly,
  The Fetch Team

  Customer Answer

  Date: 03/02/2024

  [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:03/01/2024

  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.

  The other week, I tried to use my saved points to redeem gift cards. It was over 160k in points. After two days, I noticed I hadnt gotten the gift cards. Then,I just happened to be needing to correct a submitted receipt, and I see an anomaly in my receipt feed of a deduction of over 168k in points!!!! When I messaged them, all I was told was that they noticed some receipts violated some rules. They then pointed me toward their terms. I read their terms. I dont buy for businesses or organizations. I broke no rules. Im a ****** family, and I ****** numerous teens, as well as housing international students and missionaries, so I buy a lot. I regularly stock up on clearance items, too. I have broken no rules. Fetch has not told me exactly what rule Ive broken. Yet, theyve taken away over $175 from me! Id like my points returned and the opportunity to get the gift cards I originally tried to redeem at the discounted offer.

  Business Response

  Date: 03/02/2024

  Hello and thank you for reaching out via the BBB. We are happy to address this complaint. We love rewarding our Users for purchases that they made themselves. Per our Terms of Service, which are agreed by anyone who creates an account with ********************, Users are to submit receipts that they themselves paid for. We found multiple instances of this User submitting collected receipts from transactions not belonging to them. This is a direct violation of our Terms (***************************************************) Misc Sec. 28 "submitting receipts for purchases not made by you for personal [use]" We do not allow gig workers or personal shoppers to submit receipts to Fetch that are not their own. Because of this, we had to deduct points earned from those receipts that goes against the Terms. As this is only a point deduction, the User is free to continue using ******************** and rebuilding those points if they wish under the condition they review those Terms once more and only submit receipts that are their own. Thank you for using BBB and have a nice day!

  Customer Answer

  Date: 03/09/2024

  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.
  
  Again, I have broken no rules. Im not a gig worker. Im not buying for any organization. I ****** and house many teens and students, as well as housing missionaries and international students. Receipts that have items people in the house consume, Ive submitted. I would like to know what receipts supposedly break rules, as, again, it was over 160k in points that was taken from me. Many items that have been purchased, they've been purchased expecting the fetch rewards, they've been purchased because there are fetch rewards. Now, that expected money has been essentially stolen. Its very disappointing to know that a business can so easily and flippantly accuse me of something and steal my points without a detailed explanation and without allowing me to explain. Such a large amount of points being deducted truly demands details and explanation. Sadly, it appears Fetch has no desire explaining or giving details. Shame. 

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

  Business Response

  Date: 03/11/2024

  Hello! Thank you for following up with the Fetch Team!
  We reviewed this user's account and with our investigation, we have confirmed  this user was submitting receipts from purchases that were not made by them personally. These fraudulent submissions led to the removal of points.
  This user will not be getting these points back, due to their submissions violating our Terms of Service. We recognize that this might not be the desired outcome, but we value the understanding of our stance. 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