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:11/30/2023

  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.

  I upload receipts they have took ***** in reward points and no explanation after first gift card it was like all others denied. Its the worst app Ive ever used I dont recommend this app to anyone.

  Business Response

  Date: 12/01/2023

  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 altering and/or folding receipts 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 did not purchase. The alteration and submission 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:11/29/2023

  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.

  I redeemed my Fetch points for a Sephora gift-card that had a $0 balance on it. I know I did not redeem it previously because Im aware of the feature fetch uses to mark a card as used. When I reached out, the company kept insisting I reach out to Sephora, although when I reached out to Sephora, they said that Fetch was responsible for the gift card. I double and triple checked that I was following Sephoras guidelines and rules regarding gift card redemption, but Fetch would not provide me with any solution. At one point, one of the customer service representatives referred to it as an Ulta gift card, proving that they were not reading my messages correctly. I have received the same automated response stating that I read Sephoras gift card redemption rules. I was offered 500 points, but I redeemed ****** for the $10 gift card. The customer service is nonexistent. I expect my points to be given back.

  Business Response

  Date: 11/30/2023

  Hello and thank you for reaching out to the Fetch Team! We love rewarding our users for shopping at their favorite places, and we were more than happy to take a look at this account.
  
  We are sorry to hear about the issues with this gift card. Unfortunately, all reward redemptions are final as we have no way to rescind them. While looking into your Fetch account, we found that the reward is showing without errors. After the gift card is awarded by our team, it is then handled by the retailer.
  
  This user may call Sephora's gift card number ***************) for balance and transaction history for more information.
  
  We are available at ********************************** if this user has any other questions.
  
  Regards,
  
  The Fetch Team

  Customer Answer

  Date: 11/30/2023

  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.
  
  As provided in the screenshots I submitted, it is the responsibility of the gift card distributor to ensure the gift card is properly loaded. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 12/01/2023

  Thank you for reaching back out to the Fetch team!

  After taking another look at your account, we can confirm that the reward is showing without errors. After the gift card is awarded by our team, it is then handled by the retailer.

  We recommend this user to call Sephora's customer service ***************) for balance and transaction history for more information regarding their reward. We use a third party to award the gift cards and due to this, we, unfortunately, don't have a way to see internal gift card processing details. We can only confirm that the gift card was awarded to your account with no errors registering.

  We are available at ********************************** if this user has any other questions.

  Warm regards,The Fetch Team

• Initial Complaint

  Date:11/28/2023

  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.

  Good evening,My name is *********************** and I need assistance with the reimbursement for a lost package by the Fetch Warehouse in ******* ** *****. Although **** informed me the package was picked up by Fetch and initials were given, Fetch refuses to take responsibility.~***********************

  Business Response

  Date: 11/29/2023

  Hello! Thanks for reaching out to the Fetch team!
  
  It seems that this user may have mistakenly contacted the wrong Fetch. We are a receipt scanning company that offers rewards to users for scanning their receipts. However, it appears that the user is trying to reach ******************** Package. Please visit their website at ****************************************** for any inquiries related to their services.
  
  If the user has any questions or concerns about the Fetch App, which rewards users for scanning their receipts, we would be happy to assist. Please contact us at **********************************.
  
  Warm regards, The Fetch Team.
  
  

• Initial Complaint

  Date:11/26/2023

  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.

  This business has suspended account stating I have cancelled orders repetitively. However, I only uploaded 2 orders and cancelled one since the information was not identified correctly. Afterwards, I immediately placed the same order again and contacted the support team about whether this substitution was acceptable. They told me to rest assured. As you can see in the screenshot fetch, the second order was awarded and in the screenshot of order detail, though I cancelled the second one, I placed a third one to substitute for the second one. Also, please confirm the screenshot of previous communication, in which I explained this situation to the support team and they said it is fine.*****, when my account was suspended, I was quite surprised since I have already communicated with their team on this issue. I have more than $100 in my account and now have a feeling of being scammed.Please investigate.Thank you.

  Business Response

  Date: 11/27/2023

  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 incorrectly deactivated. We do apologize for this error and have since reactivated this user, and they are free to use the app once more!

  If the user has any questions, please feel free to reach out to us at **********************************.

  Warm regards,

  The Fetch Team

• Initial Complaint

  Date:11/25/2023

  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.

  My complaint is with Fetch. I finally racked up enough points to get a $50 Amazon gift card and they declined it saying I broke rules. I asked to see receipts that broke rules but they would not show me and took ****** points away. It took me a lot of money to buy products to get points. I did nothing wrong. They are a scam. I want my points back

  Business Response

  Date: 11/27/2023

  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 altering and/or folding receipts to obtain points in a way that is not accepted under our Terms of Service. The alteration of the receipts for these submissions 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:11/24/2023

  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 explained to the business that I had 2 accounts but could not access one. The business kept coming back with an automated answer that did not help me or resolve my issue at all. I lost all of my point from my first account which was between ****** to ****** points. All I needed them to do was link the two. And now my new account was frozen by them out of the blue without am explanation as to why. I feel that the business should not only reimburse me the points that I lost from my old account but they should also give me points for the days that they suspended my account for no reason.

  Business Response

  Date: 11/24/2023

  Thank you for reaching out to the Fetch team!
  
  After doing some research, we were able to find another account matching your information under a different email address.
  
  To avoid confusion going forward, we have deactivated the duplicate account. Please log in to the app using your Telephone Number.
  
  As a one-time courtesy, we transferred the points from your inactive account to your active one. These points will not include the "new user" scan bonuses as your active account has already received them.
  
  If you need to log out of the duplicate account that is now deactivated, please navigate to the Account tab, tap on Settings, and then Log Out. On the main login screen, tap on the Phone Number option and sign in with your telephone number to access your active account and your points!
  
  Furthermore, if you would like to update the email address associated with your active account, please let reach out to us at **********************************. 

   Warm regards,
  
  The Fetch Team

• Initial Complaint

  Date:11/22/2023

  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.

  I claimed a 50$ gift card on the app "Fetch rewards" by submitting tons of receipts from grocery stores. *** successfully claimed $25 gift cards several times. The first time i tried to claim a $50 gift card, they denied my request and wont refund my points. Accusing my receipts to be fraudulent. and They are not fraudulent. Their accusation is fraudulent because there are pictures of EVERY single receipt taken and sent to them.

  Business Response

  Date: 11/24/2023

  Thank you for reaching out to the Fetch team!

  We are more than happy to take a closer look at this issue. Please provide a valid phone number and email address for further assistance.

  We hope to hear back from you soon!                       

  Warm regards, The Fetch Team

• Initial Complaint

  Date:11/22/2023

  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 spent alot of money over the past year. They promote products with high rewards to get us to buy these products. Once you earn a certain amount they close your account no warning. I tried to communicate with them and they do not respond. I hundred of dollars spent on the products they promote including , ****************** toiletries and so on. I'm my last purchase I was suppose to acquire ***** points per dollar and my purchase was over $20. I guess that violetad their terms. I sent proof of shipping and have them in my possession only to have my account frozen. They are fraud. I provided some conversation they sent me regarding this and my response with my purchase with no response. I can literally go in my house and provide pictures of my stock piles of products I purchased based on their rewards.

  Business Response

  Date: 11/22/2023

  Hello! Thank you for reaching out to the Fetch team!
  We were more than happy to review this user's account. When taking a look into this user's snap history, our team discovered that this user was completing online orders and then returning them in order to receive Fetch points.  This is a direct violation of our Terms of Service.
  This user can review our Terms of Service here
  (***************************************************)
  Fetch may take any action in its sole discretion against any activity it deems fraudulent, including terminating an account. This includes but is not limited to, when somebody tries to fraudulently obtain points.
   Fetch has the ********** of providing a fair experience for users to accumulate points and maximize their savings, this is why we have to freeze/deactivate accounts that violate our Terms of Service.
  If you have any further requests for more information on this matter please let us know at **********************************.
  Warm regards,
  The Fetch Team

  Customer Answer

  Date: 11/22/2023

  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.
  
  [Please type your response here.]

  Here is my last transaction purchase. Showing item shipped to my house and delivered. They can canceled my account because this purchase was to earn **** points per dollar. 
  
  Regards,
  
  *************************

  Business Response

  Date: 11/24/2023

  Hello!
  
  Thank you for reaching back out to the Fetch team.
  
  We appreciate the additional information that this user has shared with us, however, our decision still stands. When taking a look at this account, our team found several instances of this user placing ******* orders that include many ********** earning items within the app, and then canceling the ******* orders. This is a direct violation of our Terms of Service. (***************************************************)
  
  We really do not like freezing anyones account, but we have to do it when our Terms of Service are being violated.
  
  Regards,
  
  The Fetch team

  Customer Answer

  Date: 11/28/2023

  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.
  
  [Please type your response here.]I was not aware of all rule stipulations or mean to violate such terms. I want to offer my sincerest apologies. And provide photos confirming such. This is my last purchase at ******* shown and delivered. So no I was not trying to violate any terms. I have been fetching for almost 2 years or more. I loved it. It got me through many rough holidays and birthdays. I am sad over your decision. It would be nice if you guys gave initial warnings and took other measures before freezing accounts. Not everyone does or know all the rules. Or have other measures in-between before completely making harsh decisions. 

  
  

  Again my apologies. 

  
  

  Best Regards,

  
  

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

  Business Response

  Date: 11/28/2023

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

  We value this feedback and are committed to addressing these concerns in a fair and respectful manner.

  We understand that agreements such as our Terms of Service (***************************************************) may be extensive, however, we are always available to answer any questions may arise from reading them. Upon entering the app all users must agree to these terms, which includes utilizing the app in a way in which these terms are not violated.

  Its important to note that our Terms of Service are in place to create a fair and secure environment for all users. We recognize that unintentional breaches can occur, and we strive to address them in a supportive manner. However, in this case, it appears that there have been multiple instances where the terms were violated, suggesting a pattern of intent.

  Rest assured our intention is not to penalize, but rather to maintain a community that respects and abides by the established guidelines. In this case, the guidelines were violated and we have taken action in line with our Terms of Service.

  Should you wish to inquire further about this matter or require additional information, kindly contact us at **********************************.

  Warm regards,The Fetch Team

  Customer Answer

  Date: 11/29/2023

  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.
  
  [Please type your response here.]

  I am sadden to hear you final decision. As I mentioned I am very sorry for violating such terms. As you noticed prior to these I had been following rules. As I am aware and understand them. we are only to submit purchased made by us only. I had accumulated my own points in that manner. So not really a trend for me. As well I had not used the points earned in canceled orders.

  I still think a better resolution would be to to take the points earned even all the points earned and give your users a warning and let them/us have a chance at doing right. 

  I know very well you guys have made exceptions in the past for other customers/users by clearing their points earned and in some instances reactivating their accounts in good faith and given a second opportunity. 

  It would be fair to be this way with way with all your users not just some.

  I have a home full of Huggies products as I have to small babies. I have stock full ******** products, ******* and not to mention the consumption of general ***** products over the past two years that I have purchased to earn points(yogurts, cereal, nature valley...). Not mention my last ******* purchase of ***** instant rice cups. 

  I beg that you reconsider and be fair across the board with all you users. If exceptions can be made for some we should all be given a fair chance and a one time forgiveness.  

  Thank you 

  
  Best Regards,
  
  *************************

• Initial Complaint

  Date:11/21/2023

  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.

  I was defrauded by this business when I purchased a $25 tjx gift card from them using rewards points I earned and they froze my account without any explanation and took all my points.

  Business Response

  Date: 11/22/2023

  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 reversing the deactivation of this account, but we have removed any points that this user has gained fraudulently. 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

• Initial Complaint

  Date:11/19/2023

  Type:Order 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 had a promotion that if you bought 5 Carb Smart Ice Cream the amount would be fully refunded. I did that and I went to cash out for Amazon Gift Cards. Fetch only gives gift cards for payment. I cashed out and they were rejected. I emailed the company and I got a canned response that I had been scanning receipts that were not mine. It is simply not true. If it was really true, they would close my account, not just reject the payments. My account is still open and active. I asked several time for proof of why I was declined my payment. I just kept getting a canned response about how I am scanning receipts that were not mine. I tried sending ******** and Ista messages and still no response

  Business Response

  Date: 11/20/2023

  Hello and thank you for reaching out to the Fetch team!
  Fetch is happy to provide a rewarding service that is fun and easy for our users, and we were more than happy to take a look at this users account.
  After a careful review, we have reissued the points to this user's account. We are happy to continue offering our services and rewards to the user.
  We do recommend that they review our Terms of Service (***************************************************)
  If this user should have any questions, we would be happy to answer them at **********************************.
  Kind Regards,
  The Fetch Team