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:12/21/2023

  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.

  Went to claim my gift card when it should have been approved my account is hit with a deduction of ******+ points. Got an email after inquiring that I was in term violation and that amount was deducted. The amount deduction does not equal up to any amount I received. Was not told which receipt violated any terms. So Im guessing they just took all points in the account or the violation just happen to equal the exact amount I had in my account.I went through the terms and see no violations. The receipts are mine. There is no fraudulent or corrected receipts. No returns. Items were bought at the correct stores and correct products. I imagine this was a system error but without any clarification from them no way to prove proof that the item was bought by me legitimately.

  Business Response

  Date: 12/22/2023

  Hello! Thank you for reaching out to the Fetch team!
  
  We reviewed this user's account and the activity in question. 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: 12/22/2023

  Thank you for your companys **************. Happy to have my account back in good standing.
  

  [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:12/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been happily using Fetch for a while until now. I gained enough points to get a $50 gift card which I guess they deem too many points. The claim I have been submitting receipts from a business or organization. I told them I have a large household and get a lot of receipts but they just send an automated response. I have spent a lot of money on their advertised deals to maximize my points. They declined my gift card and kept my points.

  Business Response

  Date: 12/21/2023

  Hello, thanks for taking the time to reach out to Fetch!

  We have reviewed this matter and found that this user indeed violated 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 those terms will result in an irreversible deactivation.Our Terms of Service can be reviewed here: (******************************************************). Please refer to line 28 within our Terms of Service.

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

  Warm Regards,

  The Fetch Team
  
  
  
  

  
  

  Customer Answer

  Date: 12/21/2023

  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.
  
  I read the terms of service and have not violated any. I do not buy for a business or organization. I have a lot of receipts because I buy a lot. I have a large household . I have had problems with long receipts so I do often have to break up my purchases into 3 or so receipts. That is not listed as a violation but I can stop doing that and trying to use digital receipts but not sure how from ****** stores. 
  
  Regards,
  
  *****************************

  Business Response

  Date: 12/22/2023

  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. We also discovered that this user was submitting receipts that they themselves did not purchase. The submissions of 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
  
  

  Customer Answer

  Date: 12/22/2023

  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.
  
  Can you please provide proof of these receipts you say were not mine. Other than an automated response 
  
  Regards,
  
  *****************************

  Business Response

  Date: 12/28/2023

  Hello! Thank you for reaching out once again to the Fetch Team.
  This user was submitting receipts not purchased by the user themselves in an attempt to obtain points in a way that is not accepted under our Terms of Service.  These submissions resulted in the removal of the fraudulent points.
  We recommend that this user review our Terms of Service (***************************************************)
  We reserve the right to remove points or freeze an account at any time for fraudulent behavior, and we do not need to provide the evidence to this user.
  If the user has any questions, we invite them to connect with us at **********************************.
  Warm regards,
  The Fetch Team

• Initial Complaint

  Date:12/20/2023

  Type:Sales and Advertising 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 was offering ***** points per $1 spent on Klondike ice cream bars. This is an amazing deal! This deal was on 3 different flavors including *********************** ***************** Caramel, and Vanilla Chocolate flavors. The conditions stated that you can purchase 5 of each flavors. So thats what I did. I synced my ******* account which is under the same email address as my fetch account and was rewarded with ****** points. Specifically ****** for ***************** Caramel, and ****** for **************** With an addition 399 for both of those flavors. I was rewarded only 51 points for vanilla chocolate. Upon syncing That offer mysteriously disappeared. I specifically brought these products for this deal. Upon noticing I didnt get my points for vanilla chocolate I returned those boxes and ONLY THOSE BOXES to the store. Company should have only retracted the 51 points. Instead Company has fraudulently removed ****** total points from my account that I rightfully earned. This has completely messed up my Christmas plans and now multiple people will not be receiving a gift from me due to this company fraudulent activities! Again my ******* account is under the same email as my fetch account so no one could have purchased this but me !

  Business Response

  Date: 12/20/2023

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

  We reviewed this user's account and the activity in question. 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: 12/20/2023

  [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:12/19/2023

  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.

  I upload receipts to Fetch any time I go shopping. I do a lot of deal shopping, so sometimes that means I have 10 receipts per day to upload. I have never uploaded a receipt that I didnt purchase myself; happy to show credit card statements to prove this. I had been saving up points to redeem for gift cards, but when I tried to redeem them, my gift cards were denied and all of a sudden I had ******* points removed from my account for breaking the rules. If I had broken the rules (which I havent), why did Fetch approve those receipts to begin with? Why did they determine I had broken the rules only when I went to cash out my points? This app is a SCAM.

  Business Response

  Date: 12/20/2023

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

  We reviewed this user's account and the activity in question. 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
  

  
  

• Initial Complaint

  Date:12/18/2023

  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 failed to link my accounts. They owe me roughly ****** points from scanned receipts. They have locked my account without explanation as to why.

  Business Response

  Date: 12/19/2023

  Hello!   Thank you for reaching out to the Fetch team! We reviewed this user's account in regards to the missing points.  The user's points have expired due to 90 days of inactivity. Per our Terms of Service users Fetch Points expire after 90 days of inactivity and based off of this users account we can confirm that their last snapped receipt was on 9/11/2023. We apologize for any inconvenience this may cause. We have sent an email out to this user letting them know that once they snap a current receipt we can make an one time exception to reward the expired points.  We do encourge the user to always make sure they are snapping receipts so that their activity stays current. .If the user has any questions, please feel free to reach out to us at **********************************.
  
  Warm regards,
  The Fetch Team'
  
  

• Initial Complaint

  Date:12/12/2023

  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've used fetch for a while now and have been having a problem where the receipts say there from a company when there not. Even if they where no where in their agreement does it say where the receipts have to be personal not company use.

  Business Response

  Date: 12/13/2023

  Thanks for taking the time to reach out to Fetch!
  
  We have reviewed this matter and found that this user indeed violated our Terms of Service by submitting 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 those terms will result in an irreversible deactivation.
  
  Our Terms of Service can be reviewed here: (******************************************************). Please refer to line 28 within our Terms of Service.
  
  If the user has any other questions, we are always available at **********************************.
  
  Warm Regards,

  The Fetch Team

• Initial Complaint

  Date:12/11/2023

  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.

  There was an offer on My account for **** points for every dollar spent for dove products. I went in the store a purchased the products. Some on separate receipts which should not have been a problem because it could be redeemed up to 5 times. Once exiting the store I submitted my receipts. Before doing so I checked to ensure the offer was still available and took an screenshot of the offer just in case it was necessary. Upon uploading receipt. It did not recognize the correct product so it had to be corrected. I waited over 19 hours for these receipts to process and only received credit for one. I continued to check through the day of purchase and into the early morning Tuesday after. Upon checking I saw no credit but it showed 58 still available so I waited patiently. After reaching out to support they gave me a credit for only 1 of the receipts that did not receive. And told me the offer had ended prior to me submitting receipts which was not true. I tried to reach out again and they refused. They still owe me ***** points and refused to credit. I have used this app for quite some time so this is disappointing as this is worth almost 50 dollars in credit.

  Business Response

  Date: 12/12/2023

  Hello! Thank you for reaching out to the Fetch team!
  
  We reviewed this user's account and the offer in question. This offer has reached its limit and is no longer active as the offer was in high demand and all available redemptions have been reached. Only certain offers can only be awarded as an exception once, even if the offer has ended and more redemptions were initially available. We apologize for any inconvenience this may cause.
  
  However, we have made an additional exception and awarded ****** points to this users account as a second exception. Please note that no other exceptions will be made as this offer has ended. We do encourge the user to let us know if they have any issues with qualifying purchases for offers in the future.
  
  If the user has any questions, please feel free to reach out to us at **********************************.
  
  Warm regards,
  The Fetch Team

• Initial Complaint

  Date:12/08/2023

  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 Thursday December I cashed out out of my 130k earn points that took me an entire year to get for christmas , I did one 25 dollar redeem. I scan two reciept where I went shopping that day to do the **** challenge. I did two orders of a shopping for my house. I have 3 kids, a spouse, two elderly parents where I take care of because that is the culture. I do not work. I stay home mom and care taker. After I uploaded the challenge I notice none of the challenge **** points where loaded. So in contacted them. Than two hours later all 83k of my points where taken. A year or points. I was told I broke the rules. I contacted fetch. Not knowing why?? I was giving several different reasons which leads me to the truth, I did nothing but earn and try to cash out. First it was I was I wasnt buying for my house hold. When I fought it they came up with a different reason

  Business Response

  Date: 12/10/2023

  Hello and thank you for contacting Fetch via BBB. We closely re-reviewed the User's case and found them repeatedly violating our Terms of Service with Counterfeit receipt submissions by altering and obscuring the receipts being submitted. This is a direct violation of our Terms (***************************************************), specifically MISCELLANEOUS sec. 28. Unauthorized Activity. Points earned from these submissions were deducted and will remain deducted. We encourage the User to review the terms once more to have a better understanding of what was agreed to when they first joined Fetch. Their account is still active, so they are able to continue using Fetch and re-build their points back up under the condition they refrain from unscrupulous or otherwise  fraudulent activity. We are of course always available for assistance at **********************************. Thank you again and have a great day!

  Customer Answer

  Date: 12/10/2023

  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.
  
  

  they continue to keep taking points earn. Even called a already purchased cheesecake giftcard for 25 tha had nothing to do w points. Than keeping the gift card points of over 28k and this was already after taking 86k points. So. apparently every reciept I have is bad receipt? 
  So I earn zero points the ntire yar: it more like ince is tarted cashing them in, you came up w excuses not to give me the earn points .

   

  there is zero gidnce I did any of these claims. 
  

  non. None of my receipts show that anything was done. On top od that the first reasin u gave was I as using other people receipts than changed the story to the other reason. This is false info and bad business and I am not the only one you done this to.

   

  there is no proof what y claim none
  Regards,
  
  ************************

  Business Response

  Date: 12/11/2023

  Hello and thank you for reaching back out to the Fetch Team.
  We love helping our user's save and were more than happy to take another look at this account.
  
  When taking a look, our Team discovered several instances of this user uploading counterfeit receipts in an attempt to gain points fraudulently.
  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.
  
  We suggest that this user review our Terms of Service, which was agreed upon when signing up for the app.
  (***************************************************)
  
  If this user has any questions, we are available at **********************************.
  
  Warm Regards,
  
  The Fetch Team

• Initial Complaint

  Date:12/07/2023

  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.

  Fetch entices its users to purchase certain brands and offers a high point accumulation reward when certain $ amounts in spending are met. Then when you request your gift card reward, they just take a random amount of your points away and say that you broke their rules. This has now happened several times to the tune of approximately $130. All purchases were made by my household and no items were returned. I purchased 5 of the ***** **** Bowls in one transaction and earned ****** points for that purchase in one transaction and they refused to issue my $25 gift card, which needed ****** points for redemption. They just deduct any random amount of points from your account when you try to redeem for gift cards, whenever they feel like it, no explanation, just a standard "you broke some rules" automated reply and your points disappear forever and the issuance of your gift card is declined. I have the receipts to prove that I personally purchased these items and was going to donate them to the less fortunate, now I have to return them and they will be thrown away by the stores because they are food items. I only purchased these items because they would have been free with the issuance of the gift card. This has happened now several times, the above is just one incident. A total of ******* points have been so far deducted from my account, and they keep on deducting. If they don't intend to honor my receipts, then they need to let me know, so I don't waste my time with their company. I have not had any problems with any of the other receipt apps I use, including Ibotta, Coinout, Receipt Hog, Receipt Pal, Receipt Yar, Shopmium and ********* Rewards.

  Business Response

  Date: 12/08/2023

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

  We have reviewed this matter and found that this user indeed violated our Terms of Service by submitting 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 those terms will result in an irreversible deactivation.Our Terms of Service can be reviewed here: (******************************************************). Please refer to line 28 within our Terms of Service.

  Should the user have any further questions, they are welcome to contact us at **********************************.

  Warm regards,

  The Fetch Team

• Initial Complaint

  Date:12/01/2023

  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.

  Since it's nearing Christmas I have been shopping to earn points to earn gift cards to buy presents. I had earned enough points to cash out a $50 gift card. When I went to check on the status of the gift card it was declined due to fetch taking away all of my points. They claim I sent in fraudulent receipts, which I would never do. I still have all of my receipts I can scan them all in again to show that they are not fraudulent. I have been using this app for a while now and have never had an issue before. I cannot get a straight answer from this company about how I violated their terms nor am I able to speak to an actual person instead of an automated message.

  Business Response

  Date: 12/04/2023

  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 collected receipts to obtain points in a way that is not accepted under our Terms of Service. With this, we found that those receipts submitted were from purchases that they themselves did not make. The submission of the receipts that they did not pay for, resulted in the removal of the points obtained from those submitted receipts. This user will not be getting these points back, due to 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: 12/04/2023

  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.
  
  [Here are just a few examples of the receipts. I have plenty more I can submit. As you can see they are bought and paid for by the same debit card so how can they say they these purchases were not made by me. I have repeatedly asked to talk to someone about this claim only to get the same generic response not able to talk to an actual person. If my receipts were fraudulent I wouldn't go through all this trouble to get my points back that I earned. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 12/06/2023

  Hello and thank you for reaching out to the Fetch Team!
  
  We love helping our user's save by shopping at their favorite retailers, and we were more than happy to take a closer look at this account.
  
  After careful review, we will be reissuing the missing points to this account. Our Team does recommend that this user review our Terms of Service, which can be viewed here:
  (***************************************************)
  
  If this user should have any questions, we would be more than happy to answer them at **********************************.
  
  Regards,
  
  The Fetch Team