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:06/01/2025

  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.

  They took ***** points from me equal to 71 dollars. I work hard for my points. When I went to cash out for a gift card they removed the points and canceled my gift card redemption 3 days later. Would like my ***** points returned to my account.

  Business Response

  Date: 06/02/2025

  Hello, thanks for reaching out to the Fetch Team!
  
  Upon investigation, we have identified that the user is adding not purchased products to their receipts. This is a violation of our Terms of Service and any receipts identified with this behavior will be removed.After careful consideration, we want to convey that the decision regarding the case is final. 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 always available at ************************************************************.
  
  Regards,
  The Fetch Team

  Customer Answer

  Date: 06/02/2025

  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.
  

  Regardless they took away ALL of my points ******. Every one. They did not deduct for a product not purchased. Need points restored for the products purchased. Thank you. 
  
  Regards,
  
  ******* Sorar

  Business Response

  Date: 06/04/2025

  Thanks for following up with us!
  
  We have taken another look at the user's account and can confirm that the user was reissued ****** points into their account. 
  
  If the user has any further questions, they can always reach out to us at ************************************************************. 
  
  Warm Regards,

  
  The Fetch Team

• Initial Complaint

  Date:06/01/2025

  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.

  Fetch deducted from my account ****** points (almost $60) without any explanations during their fetchtopia and refuses to provide any information what was wrong with my transactions. Many people complained about similar situations. I had almost 500k points on my account and claimed 2 ****** and ***** gift cards and upon receiving them they deducted those ******. Ive contacted them multiple times (support, ********, account review), but didnt hear any single explanation. Ive never returned anything after receipts processing and as a single mom of 3 kids (widow) Im very disappointed but such untrustworthy service when you can just loose your money. Ive tried to collect points to get my kids good gifts cards and have collected points for a long time. This ignore from their side is very unprofessional. So Id like to file a complaint for false advertisement and consumer harm.

  Business Response

  Date: 06/02/2025

  Our team has thoroughly looked into the issues outlined in the Better Business Bureau complaint. After further investigation, we have decided to award the user ***** points back to their account.
  
  We would like the user to note that within our Terms of Service, which was agreed upon when the user signed up, any form of fraudulent activity is a violation of these Terms. Fetch may take any action in its sole discretion against any activity it deems fraudulent. Further violations may result in additional point deductions.We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 34 (***************************************************).
  
  Should the user have any further questions, we are always available at ************************************************************.
  
  Best Regards,
  The Fetch Team

• Initial Complaint

  Date:05/31/2025

  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 offered rewards on purchases, I made those purchases for myself under my own info and uploaded them to fetch yet when I went to redeem the rewards fetch removed ******* points saying I broke rules even though I have proof I did not, I emailed them multiple times with proof every time they responded with a different excuse as to why my rewards were removed and that they would not be returning them. They removed $113 worth of points. I would like them to prove where I broke their rules or return my points. All the accounts made for purchases are in my name, the card used, all picked up, only canceled order was not on my part as the store canceled it and even then that order was only worth ****** rewards not over 100k. They refuse to make it right and now are not responding to my complaints. This is customer hurt. I will also be sending it all to my attorney.

  Business Response

  Date: 06/03/2025

  Hello and thank you for reaching out to the Fetch Team.
  
  Our team has thoroughly looked into the issues outlined in the Better Business Bureau complaint. After further investigation, we have decided to reissue ******* points back to their account.
  
  Should the user have any further questions, we are always available at ************************************************************.
  
  Best Regards,
  The Fetch Team

• Initial Complaint

  Date:05/30/2025

  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.

  Made a degree all over body deo at ********* during fetchtopia and was not awarded the points, suddenly offer disappeared, I made multiple attempts to contact fetch customer service and explain the situation. I explained it is false advertisement and consumer harm.

  Business Response

  Date: 05/31/2025

  Hello, thank you for reaching out to the Fetch team!
  
  A comprehensive review has been carried out concerning the concerns raised in your Better Business Bureau complaint. During our investigation, we have decided to award the missing ***** points to this user. We have since awarded these points back to the user. We advise refreshing the App so the new balance can be reflected.
  
  If the user has any other questions, please feel free to reach out to us at ************************************************************.
  
  Regards,
  
  The Fetch team

• Initial Complaint

  Date:05/30/2025

  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 am writing to inquire and complain about several missing points from my recent receipts, offers, and a newsletter sign-up during Fetchtopia 5/21 - 5/27 because I have not received a response or resolution. This is disappointing because I have worked hard to earn all of my Fetchtopia bonus points. Publix (5/22/25): $136.09 - Missing 200 points for ****** Best Baked Beans x1. Promised 300 points per $1 spent, but I am Missing ***** points for ****** Killer Bread Organic Snack Bites x1. CVS - Fetch Shop (5/24/25): $46.16 - Missing ***** points. I clicked on the "Shop Now" button for the "spend $25 at CVS, earn ***** points" promo. Since it says, "Points will not be awarded immediately. Points will be credited to your account no later than [2] weeks after your purchase," does this purchase qualify for me to receive the ***** points within 2 weeks by June 7, 2025? ******* (5/24/25): $68.43 - Missing ***** points. I purchased 2 Bai drinks, but it still says "1 to go". Little **************** (5/24/25): $26.30 - I only received 25 points. Bonus should be 120 points per $1 for credit/debit purchases. This purchase was in-person with a **** card and I uploaded a picture of my physical receipt. Missing ***** points.Publix (5/25/25): $51.95 - Missing ***** points for Suja Organic Wellness Shot Immunity Defense x1. Missing ***** points for Absolut Ocean Spray Ready to Drink Cocktail 8pk x1. Missing ***** points for Barefoot Bub (Barefoot Bubbly 750mL) x1. ********* (5/25/25): $10.70 - Missing ***** points for Vibe Twisted Sips Cherry Limeade "Buy 2" (I purchased 2). Malibu Newsletter (5/25/25): It didn't let me input my info to sign up for the newsletter, after I clicked the "Sign Up" button on Fetch. So, I signed up for the Malibu Newsletter outside of the Fetch app. Missing ***** points. Publix (5/26/25): Missing ***** points for purchasing 2 Wonder Cake ************** Missing Points as of 5/26/25: ******

  Business Response

  Date: 05/30/2025

  Fetch Package is a package amenity solution for multi-family communities and is not affiliated with Fetch Rewards. For more information about Fetch Rewards, please visit their website at *************************************.

  Business Response

  Date: 06/03/2025

  Hello, thank you for reaching out to the Fetch team.
  
  The concerns raised in the Better Business Bureau complaint have been subject to a thorough investigation. After a thorough investigation, we found that the user has received the correct points for most of the items submitted. However, we identified two instances where additional points were owed: for ***** Killer Bread Snack Bites and the *********************** receipt. As a result, we have awarded a total of 3,603 additional points to the users account.
  
  If the user has any other questions, please feel free to reach out to us at ************************************************************.
  
  Regards,
  
  The Fetch team

  Customer Answer

  Date: 06/05/2025

  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 am writing to formally dispute a *****-point deduction from my Fetch Rewards account, which occurred on May 27, 2025.

  Despite multiple requests, Fetch Support has failed to provide any specific evidence or justification for this significant deduction, including identifying the receipt(s) to which it pertains. The absence of this crucial information makes it impossible for me to understand or verify the legitimacy of the adjustment.

  While I have reviewed the Fetch Rewards Terms of Service as advised by previous agents, the terms do not offer sufficient clarity or explanation for such a substantial and unsubstantiated point reversal. This lack of transparency is particularly concerning given my long-standing loyalty as a Fetch member since February 2020, during which I have not experienced any similar issues.

  The arbitrary nature of this deduction, coupled with the refusal to provide supporting documentation, is both unjustified and profoundly disheartening.

  Requested Resolution

  I respectfully request that Fetch Rewards re-issue the ***** points to my account immediately. This request is based on the fundamental principle that a point deduction of this magnitude must be supported by clear, verifiable evidence, which has not been provided despite my repeated inquiries.
  
  Regards,
  
  ******** ********

  Business Response

  Date: 06/05/2025

  Hello and thank you for reaching back out to the Fetch Team.
  We were more than happy to take a look at this issue. While investigating, it was discovered that Fetch points were incorrectly deducted from this user's account. We have since reissued these ***** points back to the user. We apologize for the inconvenience.
  If this user has any further questions, we are always available at ************************************************************.
  Warm Regards,
  The Fetch Team

  Customer Answer

  Date: 06/06/2025

  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.
  
  Thank you for your prompt response and for reissuing ***** points to my account. I appreciate your team's investigation into this matter.

  However, I need to clarify that my initial complaint and requested resolution pertained to a deduction of ***** points, not ***** points. While I'm glad to see some points returned, there is still a discrepancy of ***** points that remains unaccounted for.

  Could you please re-investigate this issue to ensure the full ***** points are restored to my account, as originally detailed in my complaint? I am still awaiting clarification and evidence regarding the original *****-point deduction.

  Thank you for your continued assistance in resolving this matter.

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

  Business Response

  Date: 06/10/2025

  Hello, thank you for reaching back out to the Fetch Team.
  
  After careful review, our team has decided to uphold the point deduction for some of the receipts that were submitted by the user, as these submissions were duplicates of already processed receipts.
  
  Please be advised that Fetch does not disclose evidence of fraud to users. While we do not take point deductions lightly, we are obligated to enforce our Terms of Service when violations occur.
  
  If the user has any other questions, please feel free to reach out to us at ************************************************************.
  
  Regards,
  
  The Fetch team
  

  Customer Answer

  Date: 06/10/2025

  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.
  
  Thank you for your latest response.

  I am writing to formally reject your decision to uphold a portion of the point deduction. I am profoundly disappointed by the complete lack of transparency regarding this matter. Despite my repeated requests, you have still failed to provide any specific evidence or detail regarding which receipts were deemed duplicates, making it impossible for me to understand or verify the alleged violation.

  While I understand your Terms of Service, I find it unreasonable to uphold such a significant deduction without providing concrete information, especially given my long-standing loyalty as a Fetch member. Your refusal to disclose evidence of fraud leaves me with no recourse but to accept a deduction I cannot verify.

  I will not be pursuing this matter further through your support channels. However, I want to make it clear that I do not agree with your decision or the lack of transparency provided.
  
  Regards,
  
  ******** ********

• Initial Complaint

  Date:05/30/2025

  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.

  On May 26th I received a point reduction of ***** points. I emailed them repeatedly asking why and what transaction caused this action. I have not received any response as to the reason or what transaction could have possible caused them to take this action

  Business Response

  Date: 05/30/2025

  Hello, thanks for reaching out to the Fetch Team!
  
  Upon investigation, we have identified that the user has previously submitted images of receipts which are not accepted. This is a violation of our Terms of Service and any receipts identified with this behavior will be removed.
  
  After careful consideration, we want to convey that the decision regarding the case is final. 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 always available at ************************************************************.
  
  Regards,
  
  The Fetch Team

• Initial Complaint

  Date:05/29/2025

  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 had double points on certain items during Fetchtopia May 21 through 27 2025. I I went to krogers on May 23 (see receipt photo). I purposely purchased slice soda. Sargento cheese crackers, fancy feast gems, wheat thins and ***** killer bread bars. The rebates were as follows:Slice soda buy 2 get 2000 points up to 3 times. Totaled 6000 points or $6.00. I purchased 6 cans.***** killer bread bars buy 2 get 3600 points up to 3 times. I had previously purchased 1 a week before so this time I purchased 5. I should have received $3.60 x 2 and 1.80 for completing the one I purchased the week before. I only received 1.80 x 2 instead of fetchtopia amount and never got credit for completing the 3rd. Wheat thins buy one get 2000 points or $2.00 up to 2 times but they gave me 1000 points x 2.Sargento cheese bakes buy 2 get ****** points. That was correct.Fancy feast gems spend $9.00 get 4500 points or $4.50. I bought 5 and spent $10.00 and got 2250 points $2.25 instead of the 4500.All totaled I was shorted $17.15. I purposely went to the store to purchase these items and then they dont honor their rebates or miss items on the receipts. They give 3 days to notify which I did but they take 2 to 3 days and they dont fix it! I feel like this was done on purpose like they either cant afford to honor their rebates or they hope you dont keep receipts or check to make sure you get the correct amount. It happens on almost every receipt where I have to contact customer service but this time they didnt fix it. I want my points / $.

  Business Response

  Date: 06/04/2025

  Hello, thank you for reaching out to the Fetch Team.
  The concerns raised in the Better Business Bureau complaint have been subject to a thorough investigation. After a thorough investigation, we found that the user has received the correct points for most of the items submitted. However, we identified a few instances where additional points were owed. As a result, we have awarded a total of ****** points to the users account.
  If the user has any other questions, please feel free to reach out to us at ************************************************************.
  Regards,
  The Fetch Team

• Initial Complaint

  Date:05/28/2025

  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 made purchases on 5/21/25 and cancelled some. I contacted the company and they were owed ***** points. They took the points back and in addition a 25 and 10 **. The ** should not have been taken. I said oh well as they refused to refund. I made other purchases and cashed out for a 25, 10 and 3 **. They again took those cards and *****. When I question them they send a generic message. They owe me all the **'s and the ***** points. They ***** I was not entitled to and reported to them I cancelled. They told me I am not "allowed" to cancel orders after scanned. Well due to finances my husband said we had to and I NOTIFIED them right away!!! They are doing this to so many people as they had a event Fetchtopia where double points were given now they are reversing so many. Scam, unfair and unethical,

  Business Response

  Date: 05/29/2025

  Hello, thank you for contacting the Fetch Team.
  
  We have carefully reviewed the issue outlined in the complaint. Upon investigation, we confirmed that the user submitted a ticket and openly acknowledged canceling orders after they had been scanned. Unfortunately, this behavior is a violation of our Terms of Service. As stated in our policy, Fetch reserves the right to take appropriate action, which may include deducting points earned through canceled scanned orders.
  
  We understand this may not be the outcome that was hoped for, but we appreciate your understanding of our position. After thorough consideration, we would like to confirm that the decision regarding this case is final. They can review our Terms of Service here:
  (***************************************************)
  
  Regards,
  
  The Fetch team

  Customer Answer

  Date: 05/29/2025

  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: 06/01/2025

  I made several orders on 5/21/25. My husband told me I spent too much money. I cancelled and immediately emailed Fetch as ****** points were now not earned, and I was not entitled to them. I had points in my account from previous transactions, so I ordered a 25 and 5 GC leaving way more than the ****** in my account for them to "take back". They took the ****** and denied my cards which cost ***** - ****** and the 5.00 ***** (****** points). They had no reason to do that. Next, I was still earning and had a balance and ordered a 25, 10, and 3 card for ******, ****** and 4500 (******). They denied my cards and deduced ****** points. All my orders are valid except the ones I cancelled for the initial ******. I have asked for reviews which get a generic response and then deleted. I have asked for proof/details for the deductions and get nothing. They say I "admitted" cancelling, YES, I informed them. And ****** is all they should have took! They owed me so many points and GC's back. 

• Initial Complaint

  Date:05/27/2025

  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 submitted multiple receipts to this money savings app. When redeeming for promised gift cards with points I earned on purchases, my points were deducted though redemption was declined and points were not replaced in my account, they were simply taken away as if I redeemed the card, without a reward being given and with no further information on why. I reached out to customer service and have not heard back. I still have documentation of my receipts and the rewards history they advertised for earning with specified products within the app.

  Business Response

  Date: 05/28/2025

  Thank you for reaching out to the Fetch Team!

  Our team has thoroughly looked into the issues outlined in the Better Business Bureau complaint. After further investigation, we have decided to award the user ******* points back to their account as a one-time exception.We would like the user to note that within our Terms of Service, which was agreed upon when the user signed up, any form of fraudulent activity is a violation of these Terms. Fetch may take any action in its sole discretion against any activity it deems fraudulent. Further violations may result in additional point deductions.

  We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 34 (***************************************************).

  Should the user have any further questions, we are always available at ************************************************************.

  Best Regards,The Fetch Team

  Customer Answer

  Date: 05/30/2025

  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 am attaching an image of current redemptions that are still processing. I will close this complaint once those are successfully processed and completed. 

  I would also like more information in relation to the claim that I did not follow the guidelines. Most of my receipts that were submitted, were digital receipts that automatically were taken from my email and advertised promotions were automatically applied with the fetch system. Though I had a few submissions on my own, most were completed through Fetch's own systems of identifying offers and applying points.  
  
  Regards,
  
  ******* *********

  Business Response

  Date: 06/03/2025

  Thank you for reaching back out to the Fetch team. 
  
  We have conducted a comprehensive examination of the concerns presented in the users follow-up. We have reviewed their account and confirmed that the rewards have finished processing. The user can access their ********************** by opening the App and tapping their point balance at the top of their screen. They can tap on the My Rewards section and select the reward to view more information.

  Please be advised that Fetch does not disclose evidence of fraud to users. While we do not take point deductions lightly, we are obligated to enforce our Terms of Service when violations occur.
  
  They can review our Terms of Service here:
  (***************************************************)
  
  If the user has any other questions, please feel free to reach out to us at ************************************************************.
  
  Regards,
  
  The Fetch team

• Initial Complaint

  Date:05/26/2025

  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.

  To Whom It May Concern,I am writing to file a formal complaint against Fetch Rewards (****************************) regarding the unauthorized deduction of points from my account.I have been a user of the ********************** app for about 6 months now, during which time I consistently uploaded receipts and accrued points based on the programs advertised rewards structure. On 5/25/2025, I noticed a significant reduction in my points balance, without any prior notice, explanation, or justification provided by Fetch Rewards.I attempted to resolve this matter directly with Fetch Rewards by using their in-app help feature on 5/25/2025, but the response I received was unsatisfactory. I now dont have access to prior transcripts where a representative from their team advised me that my points would not be deducted as I had in fact some canceled orders that I did attempt to report on Wednesday 5/21/2025I believe this action is unfair and violates the trust that users place in the platform. I request that Fetch Rewards:1.Provide a clear and detailed explanation for the deduction of my points;2.Restore the points that were removed unfairly;3.Ensure greater transparency and communication regarding account changes in the future.Attached to this complaint are screenshots and/or records supporting my claim, including points history and any correspondence with Fetch Rewards customer service.I am seeking the ********************* assistance in resolving this issue promptly and ensuring that Fetch Rewards operates with greater accountability.Thank you for your attention to this matter.Sincerely,[******* **** ][*******************************]*************]

  Business Response

  Date: 05/27/2025

  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 receipts for orders that had been canceled 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
  
  
  

  Customer Answer

  Date: 05/27/2025

  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 provide proof of the fraudulent receipts that I uploaded minus the receipts that I attempted to report and was told to keep the points 
  
  Regards,
  
  ******* ****

  Business Response

  Date: 05/29/2025

  Hello, Thank you for reaching back out to ***
  
  Our team was glad to re-examine this account. During the review, we identified several instances where the user made purchases and subsequently canceled the orders. This behavior violates our Terms of Service. As outlined in our policy, Fetch reserves the right to take appropriate action, including account termination, in response to any activity it determines to be fraudulent.
  
  Please be advised that Fetch does not disclose evidence of fraud to users. While we do not take point deductions lightly, we are obligated to enforce our Terms of Service when violations occur.
  
  They can review our Terms of Service here:
  (***************************************************)
  
  Regards,
  The Fetch team

  Customer Answer

  Date: 05/29/2025

  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.
  
  [and what Im explaining to you is there were TWO instances where I canceled two target orders and reached out to your support team because I had already mistakenly accepted the points! Your team member replied to me and explained I could keep the points I did my part in reporting the incident you are simply not acknowledging that part and I guess we will not be resolving the issue no need to threaten deactivation as I see your platform is designed for failure since it automatically accepts e receipts that are cancelled! How are we to stop that from happening?? Reaching out to your team is simply impossible!]
  
  Regards,
  
  ******* ****

  Business Response

  Date: 06/03/2025

  Hello! Thank you for reaching back out to us.
  
  Fetch values the users feedback and is committed to addressing concerns fairly.
  
  In Support Ticket #********, the user notified the support team about two canceled Target orders. Based on that communication and the teams initial assurance that points could be kept, Fetch has reissued points for the ****** orders placed on May 21, 2025, as a gesture of goodwill.
  
  Further review of the account revealed additional canceled orders submitted for points beyond those initially disclosed. These submissions were found to be in violation of the Fetch Terms of Service, and as such, points earned from those receipts were removed. To maintain fairness across the platform, points for those violations have not been reissued.
  
  Users are encouraged to continue engaging with Fetch in accordance with the Terms of Service.
  
  For any additional questions or concerns, the support team can be reached at ************************************************************.
  
  Fetch appreciates the understanding and continued participation of its users.
  
  Regards,
  
  The Fetch team

  Customer Answer

  Date: 06/03/2025

  [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,
  
  ******* ****