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:01/11/2024

  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 rewards has not acted on my Privacy Complaint to permanently delete my account. ********************** is selling my user data to ***** and my personal information is being compramised by the ******* and Fetch Rewards by a corrupt company. I ******************************* if they do not act on my Right to Data Protection and the Right to Privacy. Fetch rewards has been spying on me through advertising and I dont like the corrupt business of Fetch. Fetch should go bankrupt and out of business.

  Business Response

  Date: 01/12/2024

  Hello! Our team takes user privacy seriously, and we want to address this inquiry in a transparent manner.Upon careful review of the deletion request, at this time, we are unable to fulfill the request due to previous violations of our Terms of Service, which can be viewed here.
  Its important to note that, in accordance with the California Consumer Privacy Act (CCPA), Fetch is permitted to retain account information for specific purposes. This includes the detection of security incidents, protection against malicious, deceptive, or illegal activity, and the ability to prosecute individuals responsible for such activities. Further details on this can be found in our privacy notice for ********** consumers here: **************************************************************************.
  
  We understand the significance of data protection and privacy rights, and we are committed to ensuring that our users information is handled responsibly and securely.
  
  
  Warm Regards,

  The Fetch Team

  Customer Answer

  Date: 01/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  This business has treated myself inhumanely and is spreading false accusation against me and is defaming me. I ******************************* if they do not delete my account. They are stealing my data and selling it to 3rd party companies.
  Regards,
  
  *******************************

  Business Response

  Date: 01/18/2024

  Hello! Thank you for following up with the Fetch team!

  We understand the significance of data protection and privacy rights, and we are committed to ensuring that our users information is handled responsibly and securely.

  Upon another careful review of the deletion request; we want to convey as a final decision that at this time, we are unable to fulfill the request due to previous violations of our Terms of Service, which can be viewed here. ***************************************************

  Fetch is permitted to retain account information for specific purposes, in accordance with the California Consumer Privacy Act (CCPA). This includes the detection of security incidents, protection against malicious, deceptive, or illegal activity, and the ability to prosecute individuals responsible for such activities. Further details on this can be found in our privacy notice for ********** consumers here. **************************************************************************

  Warm regards,
  The Fetch Team

• Initial Complaint

  Date:01/10/2024

  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 works on the premise of rewarding consumers with gift cards to businesses of their choice if they purchase certain products and the "points" add up to an amount that you can trade them in for said gift cards. I had ****** points stolen from me. I attempted to trade my points in for a gift card to a business of my choice. It was declined, the points were deducted from my account, and never returned. The reasoning for the theft of my points were, according to Fetch, were that receipts that I had submitted were not solely purchased by me. I can provide bank statements for every purchase during this time period. I feel that I have been stolen from and given an sub-standard. I used the application as it was intended. I have never intentionally misused this product in the last 6 months. I feel I have been taken advantage by the Fetch app and would like my stolen points reinstated, so I can continue to use the fetch app as intended. I have given this app so my references during my use of it and bee the results of many additional downloads and use ofs said app.

  Business Response

  Date: 01/12/2024

  Hello! Thank you for reaching out to the Fetch Team!
  
  We were more than happy to take  a look at this account.When looking into this, our team discovered several instances of this user uploading receipts that were not from purchases the user made personally. 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
  
  

  Customer Answer

  Date: 01/12/2024

  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.
  

  Attached you will find receipts that I submitted, not knowing that they weren't valid. They were initially awarded at the time they were scanned, but were deducted shortly after. These are the only rejected receipts that I have in my 2023 and **** history besides receipts that were incidentally scanned twice. I have repeatedly asked what receipts went against rules and regulations. Again the attached receipt points were deducted many months ago. All other receipts were goods purchased by my exclusively.  I request that my points be reinstated and a list of receipts that went against the rules implied be sent as evidence.  I had ****** points stolen from my account. Please return them and do the right thing. 
  
  Regards,
  
  *****************

  Business Response

  Date: 01/18/2024

  Hello! Thank you for reaching out to the Fetch team!
  
  We reviewed this user's account once more and with our investigation, we found that this user was submitting receipts not purchased by the user themselves to obtain points in a way that is not accepted under our Terms of Service. The submissions of the receipts that they did not pay for resulted in the removal of the points obtained from the submitted receipts.
  
  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:01/10/2024

  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.

  11/18/23: I logged onto Fetch to see what a reward was taking so long to process. I discovered on the app that the reward was rejected and all of my points accumulated were removed. I sent an email to customer service immediately. 11/19/23: I received an email from customer service stating that a few submissions were not valid because they were pictures of receipts. While I admitted shyest they were because I take pictures of my receipts and shred the paper copies. The customer service rep replied this was not allowed per the Terms of Service and may lead to removal of points. However, they removed all oof my points, even those assigned to valid receipts. I looked at the last copy of Terms and Service I had saved on my laptop and they were completely different from the current Terms of Service. I requested that the points for the valid receipts be reinstated. I received another email from customer service stating that they would not reinstate any points. They accused me oof violating the Terms and Services by altering and posting fake receipts. I replied that I uploaded a few photos of receipts, but they were not fake or altered and offered I could prove it because every receipt showed up as a transaction on either my debit card or credit card. The receipts were valid. **************** responded by changing their story. It was no longer because the receipts were fake or altered, but because they were screenshots of receipts. ******* did not acknowledge or address my request to have the other points reinstated, nor did they acknowledge or address their error in accusing me of fraud. Punitive damages may be sought for falsely accusing someone of fraud.11/20/23: I requested hard copies of all records pertaining to account mailed to my address within 30 days. I did not receive any documents from Fetch.01/08/24: Complaint with BBB, Consumer Complaints and the *** will be filed.

  Business Response

  Date: 01/13/2024

  Thank you for reaching out to the Fetch Team!

  We were more than happy to take a look at this account.When looking into this, our team discovered several instances of this user uploading receipts that were not from purchases the user made personally. 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:01/10/2024

  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.

  Ihad$16worthofpointsdeletedfrommyFetchrewardsaccount.IwasneverinformedthatifIhadalapseinuseoftheappfor90daysmypointswouldexpire.Iwantmy$16inpointsrestored.

  Business Response

  Date: 01/11/2024

  Hello and thank you for reaching out to the Fetch Team!
  
  When taking a closer look, we are unable to connect this information to a Fetch account. We invite this user to reach out to us with the correct information at ********************************** so that we can assist them further!
  
  Warm Regards,
  
  The Fetch Team

  Customer Answer

  Date: 01/20/2024

  Hello. My Fetch rewards account is with the email ********************* and I put ******************** as my name on the account. I don't believe there is a user number associated with accounts.

  Business Response

  Date: 01/22/2024

  Hello and thank you for reaching out to the Fetch Team! We were more than happy to take a closer look at this account. 
  
  After looking into this users account, we found that we had previously reversed a point expiration and awarded expired points back to them. We are only able to do this once so we can't award these recently expired points back to their account this time, however, we have dozens of great offers available for you on your Discover tab that will help them build those points back up!
  
  Please note that points expire after 90 days of inactivity on an account, and the user will receive notices at the 30 and 60-day marks.
  
  If there is anything else we can help this user with, we invite them to connect with us at **********************************. 
  
  Regards, 
  
  The Fetch Team 

• Initial Complaint

  Date:01/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On December 29th, Fetch decline an earned reward for ***** *** card. They additionally confiscated another ***** points that I was ready to submit for another ***** gift card. They claimed they recently saw a trend that showed receipts submitted were not mine. This is a false accusation. I also showed them that ***** of the extra points were points toward a 3rd ***** Gift card. I have emailed images showing the difference in point earnings They only respond with same message. Additionally,They continue to use images of products that are not the items that get tge points. Specific items are not listed and can't be seen until after purchase. I told them this is false advertising. So they gave me points for the items, but then took those points as part of the supposed trend. I submitted pictures supporting my claims. To date I have tried to submit another request for a gift card am awaiting a response. I am currently owed two gift cards in the amount of 25 00 each.

  Business Response

  Date: 01/08/2024

  Hello and thank you for reaching out to Fetch by way of BBB. We are happy to address this issue.
  
  We love rewarding our Users for their own purchases made by themselves. We found multiple examples on this User's receipt history that showed the purchases were not made by the User and in fact were collected from other customer's transactions. As such, this is a direct violation of our Terms of Service, which all Users agree to at account registration in order to use Fetch. We've deducted points in the amount of bonuses received from those fraudulent submissions which resulted in all rewards being processed to cancel for insufficient points. As this is only a deduction in points, the User's account is still fully active. The User can continue to accrue points obtained fairly and within the Terms. Any continued fraudulent behavior will result in a deactivation. We will not reverse the deduction at this time and encourage the User to review those Terms once more. (***************************************************) Thank you for bringing this to our attention and have a nice day!
  
  The Fetch Team

  Customer Answer

  Date: 01/09/2024

  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 
  As I have explained to Fetch, purchases have been made by multiple members of my family for our household. Rules stated for household not just self.  

  Additionally they took ***** points that have nothing to do with any purchases but were earned for playing other apps that I am sure make money just for being used. That equates to ***** in Gift cards.

  Finally there are now two requests for gift cards pending that have not been rewarded. Together only totally ***** as ***** dollars for free play was taken before it could be awarded as part of a ***** gift card. All told now I should have been awarded two ***** amazon gift cards a ***** gift card and a **** gift card for bass pro gift shops since their choices for cards has been reduced so drastically in the past two weeks. 
  Regards,
  
  *********************

  Business Response

  Date: 01/18/2024

  Hello! Thank you for reaching out to the Fetch team!
  
  We reviewed this user's account once more and with our investigation, we found that this user was submitting receipts not purchased by the user themselves to obtain points in a way that is not accepted under our Terms of Service. The submitted receipts were scanned from other customers transactions. The submissions of the receipts that they did not pay for resulted in the removal of the points obtained from the submitted receipts.
  
  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:01/04/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** lied to me saying the two receipts with different order numbers are the same! What a moron!

  Business Response

  Date: 01/05/2024

  Thanks for taking the time to reach out to the Fetch Team!

  After careful review, we can confirm that the receipt that was submitted by this user is indeed a duplicate.

  The user received 25 points for their initial submission.

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

  Warm Regards,

  The Fetch Team 

  Customer Answer

  Date: 01/05/2024

  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.
  
  Of course, you want to deny how incompetent you are! If you can't read order ID numbers, then go find another job, useless morons!
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have participated in the promotion to earn coins by playing games. I have noticed that between 1/1/2024- 1/3/2024 ihave played several games and have not been compensated for them. I should not have to search or do detective work to prove anything. There system is flawed and needs to be fixed. Meanwhile, I am requesting an investigation to receive my points owed to me

  Business Response

  Date: 01/04/2024

  Hello!
  
  Thank you for reaching out to the Fetch Team and for trying out Fetch Play.
  
  Upon reviewing the details of the complaint with this user, we found that we have been actively engaged in communication with the user through Ticket #*******. Our Support Team has been working diligently to understand and resolve the issues raised.
  
  However, despite our efforts, we have not yet received a response from the user in this ticket. We understand the importance of swift resolution and we would be more than willing to continue our efforts in assisting the customer and resolving their concerns.
  
  We encourage the user to respond to Ticket #******* with the additional details request, and our dedicated Support Team will promptly attend to their needs.
  
  This user can reach us at ************************************************************.
  
  Warm Regards,
  
  The Fetch Team

• Initial Complaint

  Date:01/02/2024

  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 reward is a buy from retail and earn points store , I bought something from ******* like always , and I earning points, but it took my over $100 dollars points away with not reason , its a scam app ,make customer lose money from trust them

  Business Response

  Date: 01/03/2024

  Thank you for reaching out to the Fetch Team! We were more than happy to take  a look at this account.
  
  When looking into this, our team discovered several instances of this user uploading receipts that were not from purchases the user made personally. 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

  Customer Answer

  Date: 01/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [this is my own receipt from ******* and pay with my own card with my name on , I earn $70 from this receipt due to promotion activity, but they think its not my receipt? I dont understand that , also they removed $70 from my account, this is totally SCAM ! 
  
  Regards,
  
  *******************

  Business Response

  Date: 01/08/2024

  Hello and thank you for your reply!
  
  We reviewed the Users account further and found more examples of receipts submitted that were not paid for by the User themselves, and were in fact collected from other customers purchases from specific big box retailers. As a reminder, the bonus points obtained from these fraudulent submissions were deducted for being direct violations of our Terms of Service, which are agreed to by all Users in order to use Fetch. The points from these fraudulent submissions will not be restored. As this is only just a point deduction, we encourage the User to review those Terms once more to better understand what types of receipts are accepted. Should we see this behavior continued, we will have no choice but to deactivate. Thanks for reaching back out and have a nice day!
  
  The Fetch Team

• Initial Complaint

  Date:12/29/2023

  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.

  I have been saving points from my receipts for a few months now and have not had any issues prior to today. I redeemed my first $25 gift card with no issue, but three days ago I spent my points on another $25 gift card which would have been available today (as the rewards take 72 hours to process). Today I logged into my account to find that, not only did I not receive my reward, but all of my point were removed from my account for a supposed "rule breaking" that I was never notified of prior. I have reviewed the terms and conditions of the app and I did nothing wrong from my understanding. I find it unbelievable that all (******) of my points would need to be deleted from my account at once for no discernible reason, and I believe it is especially suspect that my points would be removed exactly one hour before my reward was meant to post. There is simply no justifiable reason for this to occur, especially considering how successful Fetch as a corporation is. I simply want my points that I fairly earned to be reinstated.

  Business Response

  Date: 12/31/2023

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

  We love helping user's save by shopping at their favorite places and we were more than happy to take a look at this!

  When taking a look at this user's account, we can confirm that this user was submitting receipts that were not made personally. This type of activity goes against our Terms of Service, which is what led to their points being deducted.

  The points that this user obtained by violating our Terms of Service have been removed and will not be awarded back to the user. We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 28 (***************************************************).

  If the user has any questions, we'll be happy to answer them at **********************************.

  Kind Regards,

  The Fetch Team 

• Initial Complaint

  Date:12/26/2023

  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 ran a promotion around August 2023 that stated that member would receive 20 or 40 thousand points (cant remember exactly but easily can be found out) for being a new customer to Blue Apron (a meal ***************** I signed up with Blue Apron as a new customer during the promotion period. I contacted fetchs customer service multiple times with NO resolution and still have not received my points! Its been a continuous circle with them and I deserve my points.

  Business Response

  Date: 12/26/2023

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

  We reviewed this user's account and interactions with our Support Team. We can confirm that this user was having issues with obtaining points for their Blue Apron orders. We also confirmed that our Support Team requested screenshots of the Blue Apron order for credit.

  As there might have been a communication gap here, we had one of our Senior Specialists reach out to the user. We recommend that the user review the email inbox associated with their Fetch account for an email with the ticket number: *******. Once we hear back from the user, our Specialists can assist the user further!

  Warm regards,
  The Fetch Team.

  Customer Answer

  Date: 12/30/2023

  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.
  
  After I provided the requested information to Fetch, they said the email Address that Blue Apron used to send me a delivery confirmation receipt was not an accepted email address that fetch can accept.  How is that the customers fault? How many other people signed up for Blue Apron and were duped out of their points? This is totally unacceptable and we all know there is a way for Fetch to manually input the points into someones fetch account so why arent they making this right for me?

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

  Business Response

  Date: 01/02/2024

  Hello.
  A comprehensive review has been carried out concerning the concerns you raised in your Better Business Bureau complaint.We have throughly reviewed this user's account and interactions with our Support Team. We can confirm that after the user sent screenshots into our support team, the user's Blue Apron order was sent to an email domain that is not currently accepted using our eReceipt feature. The user is able to view the terms of an offer under the offer description on the Fetch app which include "The e-mail address used for this purchase must be the same e-mail that is associated with the users Fetch e-receipt feature."After careful consideration, we want to convey that the decision regarding the case is final We understand that the conclusion may not meet expectations, however, we are thankful for the understanding of our stance.
  
  Warm Regards,

  The Fetch Team