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:02/29/2024

  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.

  I am a fetch user and buy products and complete challenges to gain rewards for my fetch account. Ive uploaded receipts of the purchases Ive made as well as the bottles that Ive purchased and fetch claims that my reciepts are inaccurate, looking at other reviews and complaints this is something that fetch does to people using their app because they do not want to hold up their end of the bargain of issuing gift cards to people who have worked hard to gain these rewards and its unfair to us as customers. Fetch is also Known for sending customers inactive gift cards. I would like my points restored or my rightfully owned gift cards sent to me.

  Business Response

  Date: 03/01/2024

  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 that were not purchased by the user and obtained points from these submissions. As a final decision, the submissions of the receipts that the user did not pay for 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 this receipt 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:02/29/2024

  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 currently was rewarded a $50 gift card.After three business days I was giving a notice of decline payment.After asking for a review the support team stated the ****** points could not be replaced.This is a big let down by the company and I noticed that there doing this to a lot of other people. These actions should be corrected or discontinue the app.

  Business Response

  Date: 03/01/2024

  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 from purchases that were not made by the user, or on the user's behalf, and obtained points from these submissions. As a final decision, 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 this receipt 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:02/29/2024

  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.

  Fetch deleted my account stating that I requested to opt out. There are obviously was a mistake made here because I never requested for my account to be deleted at all due to fetch deleting my account I lost ****** reward points I had earned. Fetch is not willing to reinstate my account or reissue me the rewards points that they took from me.

  Business Response

  Date: 02/29/2024

  Hello there and thank you for contacting the Fetch Team!
  It appears this user has been able to connect with our Support Team since this complaint has been filed, and their points have been issued to their active account.
  If this user has any other questions, they can connect with us at **********************************.
  Warm Regards,
  The Fetch Team

• Initial Complaint

  Date:02/26/2024

  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 2/24/24, I purchased 5 ****** lipstick from ******** On the Fetch Rewards app, it said that I would earn ***** points per item up to 5 times. I submitted my receipt to the app and the app only recognized 2 out of the 5 ****** products, giving me ***** points. I asked them to review it and said that I purchased 5 ****** lip products. Next time I checked the app to see the progress, it had marked my receipt as fraudulent and taken away the ***** points I had gotten. I contacted customer support and they said they "fixed" it for me, but I had only been given ****** points. I wrote back saying I was supposed to receive ****** points and the person did not even bother looking into the issue and wrote back saying I maxed out on the offer. Not true. I have not purchased lipstick in years and nothing else from ******. I wrote back asking them to review the receipt and no response. I followed up and it created a whole new thread and the person was not able to see the conversation history and I had to re-explain everything again. I am still awaiting the ***** points and honestly some more compensation at this point for the abysmal customer service I have received and all of the time I wasted because their agents do not bother to check things before shooting off a scripted response.

  Business Response

  Date: 02/27/2024

  Hello! Thank you for reaching out to the Fetch team!
  
  We have reviewed this users account, including the User's Offers and recent Support Ticket requests. During our review, we have discovered that this user submitted a ******* Pay receipt on 2/24/24, by taking a picture of a screen containing the eReceipt's details. Whether the purchase was made in person or online, if the receipt is found within the ******* app or a User's email inbox, the receipt is classified as an eReceipt. As such the eReceipt was rejected. 
  
  Further investigation unveiled that this user received ***** points for their purchase of ****** products on the rejected submission mentioned above. These points were added to the user's account and were not removed. 
  
  Later that same day on 2/24/24, the user had their eReceipt from their ******* Pay purchase pull into their Fetch account. This user was subsequently awarded the remaining ****** points for their ****** purchases. This then awarded the remaining redemptions to the user's account, hence maxing out the Offer. 
  
  We also see that these points were then used for redemptions of gift cards to a retailer selected by the user. If they have more questions about this topic, please let us know at **********************************.
  
  Warm regards,
  The Fetch Team

  Customer Answer

  Date: 02/27/2024

  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.
  

  You said Later that same day on 2/24/24, the user had their eReceipt from their ******* Pay purchase pull into their Fetch account. This is completely untrue, as your customer support agent is the one who processed the receipt after I reached out to them about the rejected receipt.

  Also, its not an eReceipt. Its a receipt that is identical to a printed receipt from ******* but just available on my ******* account. Its different from the eReceipts that Fetch normally pulls from emails.

  Can you provide proof that the ***** points were not removed from my account? I cant see it because in place of the ***** points, I just see rejected now.

  Lastly, I started redeeming my points because I dont want to do business with a company with such abysmal customer support. Your staff have been responding to me with scripted responses without even reviewing everything.

  Regards,
  
  Jinyoung Park

  Business Response

  Date: 02/28/2024

  Hello! Thank you for following up with the Fetch Team!
  
  We have reviewed this users account once more. To elaborate further, if the receipt is found within the ******* app or a User's email inbox, the receipt is classified as an eReceipt. Whether or not the purchase was made in person or online as these receipts are digital in design.
  
  The ******* Pay eReceipt that was purchased at the store was pulled into this user's ******************** account on 2/24, after the user's initial Support Ticket, *********, was created. The confusion surrounding the acceptance of the original snap, can be clarified by reviewing the user's snap history. They can review their Snap History by tapping on their points in the top right-hand corner of the Fetch app's screen. From there they will see that their ******* Pay eReceipt for $31.57, (a digital submission marked by a blue 'e'), was scanned on 2/24 around 1:00 pm CST via the eReceipt feature.
  
  The user's original snap; which was by using the 'camera' feature of the app around 12:20 pm CST was rejected, this will also be reflected in the user's Snap History. No points were deducted from this submission and were since used for gift card redemptions. Only physical receipts that are printed from a storefront register's printer are accepted for physical camera, 'snap', submissions within the Fetch App.
  
  Warm regards,
  The Fetch Team
  
  

• Initial Complaint

  Date:02/24/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was recently deducted almost ****** points, without any notice. If there was a violation, then, please show me the violation. I emailed to get details of the violation and was not heard back. It is very unfair to deduct the hard earned points. It takes a lot and long time to earn ****** point. Totally sham!Very disappointed and definitely would be warning people of such a scam.

  Business Response

  Date: 02/25/2024

  Thank you for taking the time to reach out to the Fetch team!

  We have conducted a comprehensive examination of the concerns presented in the 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 

  Customer Answer

  Date: 02/25/2024

  [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:02/24/2024

  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 a complaint against Fetch. I went to cash out my Fetch points for $50. I had used some Fat h deals to buy wine at my local grocery store and I gut quite a lot of points for buying all that wine. All of a sudden Fetch TAKES $50 from my points account and tells me that they have noticed a trend where I did not make the purchases and issued someone elses receipts. Gee Fetch thats pretty strange since I clearly remember going to the store and buying that wine and then going back the next day for more. Ive been using Fetch for Years and now this. I use either mine or my husbands bank or credit cards for purchases and I purchase a lot because I supplement my elderly relatives food supply. I am the purchaser of all those groceries and there is no way that Fetch can even tell if someone else made the purchases just by looking at an unsigned receipt. They have implemented AI or some other program bot that has glitched. Ive emailed them and they told me I was not getting my points back. Yet they are unable to show me these receipts that are fraudulent and they didnt do this until I tried cashing out $50 in rewards. Fetch is a waste of time And the humiliation and powerlessness of this situation is beyond frustrating.

  Business Response

  Date: 02/25/2024

  Thank you for taking the time to reach out to the Fetch team!
  
  We have conducted a comprehensive examination of the concerns presented in the 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:02/23/2024

  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 rewards deducted ******************************************** my gift card, I rightfully earned. Im a big spender and do most of the shopping for my family. Including but not limited to my household family of 7, my grandparents, parents, etc I have gone out of my way several times to buy brands they suggested with high points.

  Business Response

  Date: 02/24/2024

  Hello and thank you for reaching out via the BBB. We are happy to address this complaint to the fullest extent. 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 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!

• Initial Complaint

  Date:02/18/2024

  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 signed up for Fetch. A couple days later, I opened up the app to find my email and name has been replaced with Terrible *** and an email address ************************ I tried to notify the company but kept getting error messages that my phone number was assigned to a different email address so they couldnt help me.No kidding! Thats the problem, my account was hacked! Of course it doesnt match because it was hacked! This is why I was contacting them.Ive since changed my name on the app to Fetch Yousuck and a random temporary email. Ive emailed several times with no response.

  Business Response

  Date: 02/19/2024

  Hello and thank you for reaching out via BBB. We are happy to address this issue to the fullest extent. We are seeing that the user had accidentally created a duplicate account and reached out in two Support tickets, 9641122 and 9641527 for assistance. Per our Terms of Service, Users are only allowed one account and must verify a qualifying phone number to their account. We saw that this user created the dupe account by accidentally trying to verify their number with a typo, and saw no indication of any "hack" or account takeover. We were happy to assist and fulfill this User's duplicate account deletion request in those two tickets, however, this User was aggressive and hostile to our agents, using threatening language which we have zero tolerance for. Moving forward, this User can continue to use the ******************** account that is active and verified with the phone number ending in x8145, and the other account will be shut down to avoid confusion. Should this user require additional assistance in the future, we highly advise them to refrain from unnecessary hostility toward our Support staff, or we will refrain from assisting further. Thank you for using BBB and have a nice day!

  Customer Answer

  Date: 02/19/2024

  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 appea
  
  The second account was NOT an accident, which I already relayed to the **** I needed it to be able to log in again to see if I could reclaim my phone number and try to contact support since your support people would not help me because they could not verify my contact information since IT WAS HACKED. Obviously I cant be verified, this was the whole reason I contacted your people. 
  I DEMAND THAT YOU DELETE BOTH ACCOUNTS AND ALL MY INFORMATION. I DO NOT WISH TO USE A SITE WITH SUCH POOR SECURITY. 

  I have been very clear what action is acceptable and will not leave Fetch alone until this deletion is complete. 
  Im not going away. I will continue to bother all of you, Including your CEO until you ***** my legal right to delete all my information.

  Zero Regards,
  
  *******************

  Business Response

  Date: 02/21/2024

  Hello and thank you for reaching out to the Fetch Team! 
  
  We take privacy and security seriously here at Fetch. When reviewing the details of both of these accounts, it appears that a potential typo in this user's phone number resulted in them not being able to properly verify the phone number on their original account. There is no evidence of hacking or this account being taken by anyone other than the original user at any time. 
  
  We did go ahead and delete the two accounts for this user. Please let us know if you have any questions at **********************************. 
  
  Warm Regards, 
  
  The Fetch Team 

• Initial Complaint

  Date:02/16/2024

  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 2-13-2024 I ordered a virtual **** card from Fetch app. I had to wait 72 hours to receive my virtual **** card and when I received it on 2-16-2024 it had no CVV or expiration date. I only received a 14 digit number and letter combination. There is not a in-store or online business in the world that excepts numbers and letters as a payment. I called **** and they have no idea what that is. This is clearly a scam. I waited 72 hours for nothing. I gathered rewards for over a year from Fetch to get this. Ive tried to contact Fetch but get no answer. I am going to tell as many people as possible about this on various platforms until Fetch fixes this. Fetch needs to make this right and I know they wont.

  Business Response

  Date: 02/17/2024

  Hello and thank you for reaching out via BBB. We are happy to address this for you. We are seeing that you received adequate information from our specialists in your ticket #******* detailing how to use the **** reward. This type of reward has an additional security feature that enable a safer and secure transaction. As detailed to your in your previous ticket with us, the number code information you received is needed to access the funds on your reward. Here is the information again for your reference: *********************************************************************************************************************************** Should you continue to have issues with accessing the funds on your valid reward ****, please reply back to us in ticket #******* and we would be happy to help. Thanks for redeeming rewards with Fetch and have a nice day!

• Initial Complaint

  Date:02/14/2024

  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 or around January 27, 2024, I received an email from Fetch asking me to rate them. On Jan 27, 2024, I clicked the link and it took me to BBB. I was informed that there would be a 1000 point incentive for posting the review. I want to make it clear I did not post a dishonest review, as up until now I have been very happy with Fetch, and I have included a screenshot of the review I completed on 11/4/23 on ****** Play about the Fetch rewards app and program- 5 stars. I have no reason to be dishonest about this, and it is frustrating that Fetch is not honoring their promise/statements they made where I completed *******- posted a review on BBB- and they are not willing to complete their portion, credit my account 1000 points.

  Business Response

  Date: 02/15/2024

  Hello and thank you for reaching out to the Fetch team!
  
  We are always here for our users and we were more than happy to take a look at this account.
  
  When taking a closer look, we have confirmed that this email offering 1000 points for a positive BBB review did not come from Fetch. We do apologize for any confusion that this has caused.
  
  Our team would be more than happy to take a closer look at this email that this user received. In order to do so, we will need a screenshot of of the email that this user is referencing. Without the email, we are unable to award the points.
  
  We invite this user to share a screenshot of the email that they received to our team at ********************************** so that we can investigate further.
  
  Warm Regards,
  
  The Fetch Team

  Customer Answer

  Date: 02/15/2024

  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.
  
  It can be seen in the attachments I sent to Fetch **************** that I no longer have the original email about the 1000 points. I receive a lot, a lot of emails and once a task is complete I delete the email. When I reached out to Fetch **************** over a week ago, on or about February 5, 2024, I was informed by ***** that the 1000 points would credit within 14 days, therefore I deleted the original email about the 1000 points. At that point, if I did not have a valid situation wouldn't I have been told at that time by ***** that Fetch knew nothing of what I was talking about? Instead, ***** did know what I was talking about and said the points would apply within 14 days of the BBB review and that I would get an email from Fetch. Now Fetch is saying there is no record of this. Yes, the chain of emails attached says otherwise. It is 1000 points. I know that is not a lot but it is the principle of the matter. I was told if I did A, then B would happen by the company- and this has not happened. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 02/20/2024

  Hello! Thank you for following up with the Fetch team!
  
  We have reviewed this users account once more, including the User's Offers and recent Support Ticket requests. During our review, we have confirmed that there is/was no campaign for leaving a review here on the BBB's website. It is possible that this communication that this User received did not come from ********************, but rather an external party. 
  
  Furthermore, we see that our Specialists requested a screenshot of the 'Offer' in question. Without this screenshot, we're not able to determine the validity of said Offer.
  
  Warm regards,
  The Fetch Team