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:11/17/2023

  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.

  I selected the gift cards I wanted to redeem the points I earned. Id been saving them up all year to do some Christmas shopping. I had earned over $400 in rewards. The request was pending. I went in a few days later and got an error message stating oops something went wrong. I tried emailing them but I keep getting a ROBO response that I violated some cancellation policy. I did recently cancel some reoccurring shipments from Amazon, but that was prior to them being sent out. My wal mart orders are delivered and a couple of times *** received damaged or missing items and had to request a refund from wal mart. They did not provide any details. And have not paid out on what I earned. If they want to deduct some points for an item and they can explain Id understand that. A few weeks ago they gave me too many points on a receipt, I pointed that out to them. But they said it happens, it was fine and they did not adjust. Id like resolution to this matter. It is very upsetting.

  Business Response

  Date: 11/20/2023

  Hello and thank you for reaching out to the Fetch team!
  Fetch loves rewarding our users for shopping at their favorite places, and we were more than happy to take a look at this users account.
  After a careful review, we have reactivated this user's account. We are happy to continue offering our services and rewards to the user. We do apologize for any confusion that this has caused.
  If this user should have any questions, we would be happy to answer them at **********************************.
  Kind Regards,
  The Fetch Team

  Customer Answer

  Date: 11/27/2023

  [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:11/17/2023

  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 am writing to express my ongoing frustration and disappointment regarding the inconsistent handling of my account by ********************. After the recent reactivation of my account, I was pleased to resume scanning receipts and engaging with the platform as before, which was a positive experience. However, my ****************** in the service has been shattered once again by an unexpected turn of events. Just two days ago, I attempted to redeem a Homegoods gift card, only to discover that my account has been blocked without any prior warnings or communication. This recurrence of abrupt deactivation without explanation has left me incredibly frustrated and dissatisfied. It's disheartening to feel that there's a pattern of behavior where accounts are seemingly reactivated only to be blocked again without any clear reasons or notifications. This inconsistency creates a sense of mistrust and raises concerns about Fetch's transparency and commitment to fair user engagement.The timing of this deactivation, immediately following an attempt to redeem rewards, feels suspicious and implies a lack of sincerity in Fetch's dealings with its users. It's distressing to perceive that there might be an intentional strategy to entice users to continue scanning receipts and then abruptly deactivate their accounts without any explanation.I firmly believe in the importance of clear communication and transparency in business interactions. The absence of such communication regarding account deactivations undermines the trust and reliability of the service provided. I urge Fetch to reconsider its approach to account management and prioritize clear, proactive communication with users regarding account statuses and any potential issues. As a loyal user, I am deeply disappointed by these repeated instances of account deactivation without explanation or warning. I hope that Fetch takes these concerns seriously and works towards a more transparent and communicative approach in dealing with its users.

  Business Response

  Date: 11/20/2023

  Hello and thank you for reaching out to the Fetch team!
  Fetch loves rewarding our users for shopping at their favorite places, and we were more than happy to take a look at this users account.
  After a careful review, we have reactivated this user's account. We are happy to continue offering our services and rewards to the user. We do apologize for any confusion that this has caused.
  If this user should have any questions, we would be happy to answer them at **********************************.
  Kind Regards,
  The Fetch Team

• Initial Complaint

  Date:11/16/2023

  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.

  (Thursday, November 16, 2023)Fetch use to be a decent app but (NOT) anymore!!! It's a (waste of time)!!! When your tracking for a reward they don't even calculate the correct total for the items that you purchased. ******* 360 toothbrush refill with the handle **** + ******* *** fresh toothpaste **** = ***** plus taxes. (Their) calculation is **** towards that ***** offer (which should be .07 to complete the offer) and their calculation for spending **** is you still need .08(which should be completed and **** over) what a fluffing joke! You submit a ticket and they still do NOT correct the problem!!! What is the fluffing problem Fetch Rewards??? Have you lost your mind??? It also takes (FOREVER) to get enough points to cash out for a gift card!!! They don't even offer PayPal as a pay option!!!

  Business Response

  Date: 11/17/2023

  Hello! Thanks for reaching out to the Fetch team!
  
  We reviewed this user's account, and we do not show any recent requests to our Support Team regarding the issue surrounding their ******* offer issue. We reviewed the Target receipt in question. The product line was very vague and was not recognized among the thousands of recognized abbreviations for products. We have since sent this abbreviation to our team to be added to our system and we have credited this user's account for their purchases. 
  
  We offer a multitude of opportunities for users to obtain a significant amount of points. We also have new features coming to the app which will allow our users to earn more points the longer they use this new feature. 
  
  We also greatly appreciate the feedback regarding having PayPal as an offered reward. We can look into adding this in the future. 
  
  In the future, we recommend that this user reaches out to our Support team directly at ********************************** for quicker assistance with their issue(s). 
  
  Warm regards, The Fetch Team.

• Initial Complaint

  Date:11/13/2023

  Type:Customer Service 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 am writing this review to share my recent experience with Fetch, and unfortunately, it has left me with a sense of frustration and disappointment. I have been a loyal customer of ******************** for quite some time, and up until recently, I had enjoyed their services. However, my experience took an unexpected turn when I discovered that my account had been deactivated without any prior warning or communication. This occurred when I attempted to redeem the rewards I had diligently accumulated over time. The lack of transparency and communication regarding the reasons behind the account deactivation has been particularly disheartening.I want to emphasize that my returns were made in accordance with Amazon's return policy. My family and I were simply trying to find the right product, and any returns made were genuine and within the guidelines provided by Amazon's return policy. I believe this should be taken into consideration when evaluating my account activity. I understand the importance of adhering to terms of service, and I am more than willing to address any concerns or rectify any unintentional violations. What has been most frustrating is Fetch's response, which has been vague and unhelpful. It feels like a significant oversight on their part not to provide any warnings or notifications before taking such drastic actions.As a consumer, I believe in the value of clear communication and transparency from the companies I engage with. Unfortunately, this experience has left me questioning Fetch's commitment to these principles. I hope that my review serves as feedback for the company to improve their customer communication and support processes. While I have enjoyed Fetch's services in the past, the lack of communication and abrupt account deactivation, have significantly impacted my overall satisfaction. I hope they can learn from this experience and take steps to ensure better communication with their customers in the future.

  Business Response

  Date: 11/14/2023

  Hello and thank you for reaching out to the Fetch Team.
  
  We love helping users save while shopping at their favorite retailers, and we were more than happy to review this account! 
  
  Upon review, our Team has reversed the deactivation on this account. We sincerely apologize for any trouble that this has caused. No further action is needed on the user's end, as they should be able to log in with their credentials as well as have access to their points and rewards.
  
  If the user has any questions regarding their reactivation, we are always available at **********************************.
  
  Warm Regards,
  
  The Fetch team

  Customer Answer

  Date: 11/14/2023

  [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,
  
  **** Ta
  

• Initial Complaint

  Date:10/27/2023

  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 used this application for 3 years and never had an issue until July 25th of this year. They took points away and never showed me proof of the allegations of false receipts or made up receipts that they said I did. I have no need to do that and I wanted to see because I know they made a mistake but you only get a robotic answer that show no one is actually reading what I am replying. I have sent copies of the interaction and showing that I only cashed out twice a year because it takes a long while to build up points. I would rather they had said we no longer want you to us our application than to steal the points I have earned from my shopping. I would like my points back and proof of what ever receipts they supposedly had an issue with.

  Business Response

  Date: 10/29/2023

  Hello and thank you for reaching out to Fetch via-BBB.
  
  We have closely reviewed the User's complaint and have found that they had points deducted by our Accounts Team for counterfeit receipts in the form of snaps taken from computer screens, which goes against out Terms of Service, Misc. #** (***************************************************). As a reminder, all users who wish to use Fetch services are asked to agree or disagree with those Terms at account sign-up. Those who forgo agreeing to those terms can no longer use Fetch.
  
  As this was just a point deduction for the fraudulent submissions, the User's account is still active and can continue to accrue points for submissions that abide those Terms. Points deducted for activity that goes against those terms will not be reinstated at this time. We kindly ask the user to review those terms again and welcome any additional questions at **********************************.
  
  Thank you and have a great day!

  Customer Answer

  Date: 10/29/2023

  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.

  I have only scanned physical in my hand receipts and amazon receipts were scanned from my account through the ******************** application and I was able to scan my email for receipts. I would not try to scan from my computer.  As I have asked many times before I want to see what they are talking about. Its one thing to not like how a receipt looks because you cant read it but I would still be asking for visual proof of the offending receipt(s). I want to continue using the application but they have to act in good faith with actual visual proof. 

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

  Business Response

  Date: 10/30/2023

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

  We reviewed this user's account once more. In our investigation, we have confirmed that this user did in fact violate our Terms of Service by submitting invalid receipt submissions which contained a picture of a screen. This screen contained a picture of a receipt which yielded points for the user. All physical receipts must be scanned directly with the app's snap feature with the physical receipt directly in front of the user's device.

  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: 10/30/2023

  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.
  
  Please show the image of the receipts taken from a computer screen then I will drop this.
  Regards,
  
  *************************************

• Initial Complaint

  Date:10/25/2023

  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.

  I submitted a receipt for **** points from ******* and was immediately deducted ***** points claiming that the receipt was not valid. They then deactivated my account accusing me of submitting a fake receipt. I have attached the receipt and it is an authentic ******* receipt. I have had to return all the items and file chargebacks with my credit card provider to compensate for the points they cheated me out of. Much like other users who have complained, this is app is a scam that promises cashback.

  Business Response

  Date: 10/25/2023

  Hello and thank you for taking the time to reach out to the Fetch team!
  
  We love rewarding our user's for shopping at their favorite places!  After further review of this user's account, we can confirm that this user submitted receipts that are not valid.
  
  These types of submissions do violate our Terms of Service, which is what led to the deactivation of their account. This user will not be able to receive any outstanding redemptions or create a new account. 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: 10/25/2023

  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 have made false allegations against me submitting a fake receipt; I have attached a picture of the receipt that I submitted that they claim is fake and it is clearly authentic. They have a history of scamming users with reward point offers and deactivating accounts once users accumulate a large number of points claiming receipts are not legitimate. I have had to return purchased items and file chargeback on my credit card to recover the cost of what they cheated me out of.

  
  Regards,
  
  Ali Block

  Business Response

  Date: 10/26/2023

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

  We reviewed this user's account once more. In our investigation, we have confirmed that this user did in fact violate our Terms of Service by submitting invalid receipt submissions which contain folded receipts hiding the receipt's original retailer name. These submissions then presented a different retailer name and awarded points for these invalid submissions. This was communicated to the user in a warning we sent on 8/23/2023. These submissions continued and as described in our initial warning, the user was deactivated per our Terms of Service.

  This user will not be able to receive any outstanding redemptions or create a new account. 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 contact us at **********************************.

  Warm regards,

  The Fetch Team

  Customer Answer

  Date: 10/26/2023

  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.
  
  These allegations are completely false as I have already provided proof that the receipt I submitted is a legitimate store receipt with barcode and transaction number. This is a know scam app as demonstrated by previous consumer complaints and the fact that they cannot supply any proof that I have sumbitted a fake receipt.
  
  Regards,
  
  *********

• Initial Complaint

  Date:10/22/2023

  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 use the Fetch App. I receive points if I buy *************** receipts on the app. My local market Hannaford, has a promotion where I would receive **** points for using their online to go feature. I ordered $80.00 in groceries, online and had it delivered within the promotion time. I scan the receipt and I received ********************************************* I can only use emailed electronic receipts. It clearly states on the Fetch app receipts that are scanned and uploaded by Oct. 31st. I sent a picture of their own offer and still wouldnt honor it. They then told me it was for online orders only. I sent them a pic of the online delivery. They refuse to acknowledge their own offer and kept giving bogus excuses, contradicting their own offer. I wouldnt have ordered online if I knew they would reneg on their offers. I have pictures of *******************. I just want them to honor the **** point due.

  Business Response

  Date: 10/23/2023

  Hello! Thank you for reaching out to Fetch team!
  
  We reviewed this user's account, and recent interactions with our Support team. The offer in question states: 'Spend $50 ***************, Online only'. 
  
  All eReceipts are subject to our eReceipt criteria. This user is using a Yahoo email address for their eReceipts. Our users are not able to use Yahoo or *** email address domains for eReceipts that are not Amazon or ******* orders. As such, no points will be awarded for ************* purchase as the eReceipt in question does not adhere to our eReceipt criteria. 
  
  All terms and qualifications for offers can be found by tapping on the offer on the Discover tab within the app. There, all requirements are provided with links and statements regarding eligibility.
  
  Please review our eReceipt criteria here: ***********************************************************************************************************************************************************************************************
  
  Warm regards,
  
  The Fetch Team.
  
  

  Customer Answer

  Date: 10/23/2023

  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.]
  
  Regards,
  
  *************************

  Customer Answer

  Date: 10/24/2023

  Better Business Bureau:

  There is nothing in that promotion that states e receipts only. Like I stated, it clearly directs to snap and submit, like every other Hannaford promotion Ive received. If they didnt allow paper receipts, the app would not have allowed me to take a picture and submit, it would have directed me to the e receipt tab. It also would not have given me ************************************************ its entirety. 
  
  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 use the Fetch App to receive points if I buy products & scan receipts on the app. My local market, had a promotion where I would receive **** points for using their online to go feature. I ordered $80.00 in groceries, online and had it delivered within the promotion time. I scan the receipt and I received 35 points.

  I contact CS chat and they tell me I can only use emailed electronic receipts. It clearly states on the Fetch app receipts that are scanned and uploaded by Oct. 31st. I sent a picture of their own offer and still wouldnt honor it. They then told me it was for online orders only. 

  I sent them a pic of the online delivery. They refuse to acknowledge their own offer and kept giving bogus excuses, contradicting their own offer. I wouldnt have ordered online if I knew they wouldnt honor their offers.

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

• Initial Complaint

  Date:10/11/2023

  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.

  Everything was fine until I tried to turn in my points for a new Texas Roadhouse gift card, I believe second one. It did not go thru and I saw that suddenly my receipts were giving me "0" points. I thought it was a glitch and contacted customer service and received an email. They stated that I violated there terms and conditions and had deactivated my account. I responded asking them how I had violated their terms and received another email stating that I had violated their terms and they were under no obligation to explain to me how I did so. They won't let me turn in the points that I already accumulated. I have done nothing that violates their terms. Anytime I might have turned in a duplicate receipt by accident I was given no points. I have never altered a receipt in order to gain points and I actually purchased items that rewarded extra points specifically to gain extra points and the items were NOT returned.

  Business Response

  Date: 10/12/2023

  Hello! Thanks for reaching out to the Fetch team!
  
  We reviewed this user's account, and we have decided to activate this user once more as they were deactivated by error. This user is now able to log into their account and use the Fetch app in full. If this user has any further issues or questions, we would be more than happy to review them with the user at ************************************************************.
  
  Warm regards, The Fetch Team.
  
  

• Initial Complaint

  Date:10/08/2023

  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.

  Want my account reactivated.Deactivated account as I was waiting on a gift card and they state that my account was deactivated for duplicate receipts was is not possible as they system tells u immediately that the receipts are duplicate can will not process it.

  Business Response

  Date: 10/08/2023

  Hello and thank you for reaching out to the Fetch Team.
  
  We love rewarding our users with gift cards to their favorite places. We were more than happy to take a look at this user's account.
  
  When taking a look at this user's account, our specialists were able to confirm that this user was submitting counterfeit receipts that targeting our loyalty program. These types of submissions do violate our Terms of Service, which is what led to the deactivation of their account. This user will not be able to receive any outstanding redemptions or create a new account.We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 28.***************************************************** the user has any questions, we'll be happy to answer them at **********************************.

  Warm Regards,

  The Fetch Team

• Initial Complaint

  Date:10/07/2023

  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 used Fetch Rewards for a couple of years now. You scan receipts and receive points for those receipts and when you have enough points acquired you can cash in for gift cards. This past week, I tried to scan my receipts and it keeps telling me "Update required - you can not use Fetch until you update the app. " I pressed update, and it says "Cannot Connect to App Store". I then go directly to the app store and search for Fetch, and it brings my app up and when I press it it gives me the same thing -- update required etc. I go online and try to chat with the Fetch people and they listen to my complaint and they send me to a sight to get me issue resolved but first I have to pay $1 to sign up and $55 a month and they want a credit card. I will not give them that. I also tried to send an email of which they provide but it is not a good email. I don't know how to resolve this at this point and I have over ****** points which I can cash in to get a credit card. I can't seem to get ahold of them or get this issue resolved and I think they frauding people.

  Business Response

  Date: 10/08/2023

  Hello and thank you for reaching out to the Fetch Team!We enjoy when our users continue to use our app and will love to help this user update to the newest update. It seems that this user may be attempting to download the wrong Fetch app. Fetch is a free mobile app and we never ask for credit card or any other payment information when downloading the app. The user can download our mobile app by visiting Fetch.com to start snapping and earning points! Our team has also reached out to the user to provide further assistance with downloading the correct Fetch app. 
  

  Warm regards,

  The Fetch Team