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:07/27/2023

  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 was deactivated with no warning from Fetch rewards. When I contacted customer support multiple times, they keep replying with generic copy and paste responses. They are saying that they suspect me of snapping receipts that aren't mine or my household's. Every receipt I've ever snapped was from a purchase made directly by me or my wife. I have proof and have the credit card in my possession that I use for all of these purchases, as well as itemized E-Receipts for most of the purchases because I use my store's loyalty accounts. After deactivating me, they also blocked my access to $150 in unused Topgolf gift cards that I had redeemed many months ago (close to a year.) I have never violated any of their terms and conditions. Regardless of that, they had no right to block me from my $150 in gift cards that I redeemed 100% legitimately many, many months ago and were my possessions. I want the links to these $150 in Topgolf gift cards given back to me.

  Business Response

  Date: 07/27/2023

  Hello! Thank you for reaching out to the Fetch team!
  
  We were more than happy to review this user's account. Our team was able to verify that this user was in fact submitting receipts that this user did not purchase. These actions, do violate our Terms of Service and as a result, this user's account will remain deactivated and this user will not be able to access or use the rewards previously redeemed.
  
  Fetch loves to award points to our users who act within our guidelines in our Terms of Service, which can be reviewed here: (******************************************************). Please refer to line 28 within our Terms of Service. 
  
  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 prime goal 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: 07/27/2023

  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.
  
  This is another generic copy and paste response from Fetch. The same one they send out automatically in response to any messages regarding a deactivated account. I have proof of every receipt I've ever snapped bring a purchase made by me or my wife. So the "investigation" into my account is simply wrong and not true. After doing my own research, I have found that there are thousands of people out there just like me who have had their accounts deactivated for simply reaching a certain amount of Fetch points. Fetch will deactivate you for obtaining too many points over time. Just because it states in their terms and conditions that they can do this for any reason they like, doesn't take away from the fact that they are stealing people's hard earned gift cards and conducting a terrible business model. Shame on your company.
  
  Regards,
  
  *******************************

  Business Response

  Date: 07/27/2023

  Hello! Thank you for following up with the Fetch team!
  
  We have investigated this matter further and still found that this user's account was in violation of the Terms of Service. During our investigation, we found that this user violated our Terms of Service by submitting receipts for purchases not made by this user for personal use.
  
  Our Terms of Service can be reviewed here: (******************************************************). Please refer to line 28 within our Terms of Service. 
  
  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. 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: 08/07/2023

  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.
  
  This is an absolute false claim, and after doing my own investigation I have found that there are thousands of people getting deactivated and having their money stolen, simply and obviously because Fetch doesn't want people  gaining a certain amount of rewards.  There are lawsuits pending due to Fetch's business practices.  I do understand that Fetch can deactivate any user for suspecting that violations occurred. However, lying and claiming that violation la occurred, when they in fact did not, in order to keep users from obtaining too many rewards, is a violation of consumer rights. Your company is currently being investigated for thousands of wrongful practices and false allegations.  I have physical proof of every receipt I ever snapped on Fetch being made by me personally, or my wife.  All purchases were for personal use as well.  So you can accuse me of violating terms all you want, but where you've made the mistake is that I've kept proof of every transaction and every receipt I've ever snapped.  Therefore you deactivated me for false reasoning and stole personal property that belonged to me
  
  Regards,
  
  *******************************

  Business Response

  Date: 08/08/2023

  Hello!

  Thank you for following up.Our team's previous investigations have determined that this user's actions violated our Terms of Service by submitting receipts that this user did in fact not purchase, and they will remain deactivated. They can review our Terms of Service here (******************************************************)

  Fetch may take any action in its sole discretion against any activity it deems fraudulent, including freezing an account. This includes but is not limited to, when a user tries to fraudulently obtain points. We are not happy when we have to make this decision, but we must do so when a user violates our Terms of Service.

  Warm Regards,The Fetch Team

  Customer Answer

  Date: 08/09/2023

  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.
  
  [You are conducting a business where if users gain more rewards than you'd like them too, you essentially accuse them of fraud, then deactivate them and steal their gift cards that were the user's property. This is a well known and heavily documented bad business practice that the consumer community is well aware of regarding your company. We will see you in court!
  
  Regards,
  
  *******************************

  Business Response

  Date: 08/10/2023

  We have been back and forth with ******************************* in regard to their deactivation in reference to complaint #********. This user was provided information about why they were deactivated. This user's most recent response is not perceived to have any relevance as to why they were deactivated. Can we please have you close this complaint as this user is making statements that require no further support or response from our team?
   
  Please let me know if you need any other information from me. 
   

  Customer Answer

  Date: 08/10/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Everything I have stated has actually been in direct response to the complaint. You have stolen property from me, as well as conducted business practices that violate my rights. For context, I am also making it known that this is a heavily documented issue within your company. You have thousands of complaints against you similar to mine, as well as lawsuits opened against you for these same reasons. On top of stealing property that belonged to me, you have falsely accused me of fraud essentially.  I take this issue extremely seriously.  You are relying on the fact that most consumers won't take the time and effort to report your illegal business practices, which is why I did.  No one is forcing you to go "back and forth" with me, but every time you reply with a generic copy and paste response that doesn't address the complaint at all, you better believe I will be replying to it.  Your business is getting away with stealing from consumers as well as accusing them of Fraud.  This complaint is only the beginning.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:07/21/2023

  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.

  This is the 2nd time that the app has terminated my account for assuming that I am using the app for business. (?) I sent messages asking for an explanation and have not heard back from them. I was refused gift cards and ********* were taken away. I save every single receipt I receive and for this app to continue to assume that I cant possibly spend my money in one place, is fraud on their part. They do not reward gift cards as stated.

  Business Response

  Date: 07/22/2023

  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 their snap history, our team discovered that this user was submitting receipts that were not theirs. This user had a high volume of same-day submissions with multiple card numbers.
  
  Scanning of receipts that do not belong to the user  is a violation of our Terms of Service and resulted in this user's permanent ********************************* loves to award points to our users who act within our guidelines in our Terms of Service, which can be reviewed here: (******************************************************). Please refer to line 28 within our Terms of Service.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 prime goal 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: 07/23/2023

  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.
  
  I have attached emails from fetch and there is no way that someone can be sure that the receipts I have are not all mine. Using gift cards, cash app and Apple Pay, debit cards are given a different card #. This is the 2nd time that I have been scammed by this company. No user can receive a ************************** card without being accused for doing something wrong or somehow violating their terms. I know what their terms are. If I cant upload more than 35 receipts in one week, for 35 different purchases, then why do they have a limit that they are now stating is impossible for me to make for my personal household. I spend 6-8 hours almost every day shopping at one store.  They assume I cant possibly buy all these things for me and whatever people are in my household. We have 1 account. And I wasnt even informed that it was deactivated. This is very upsetting and prejudicial. 

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

  Business Response

  Date: 07/25/2023

  Hello! Thank you for reaching out to the Fetch team!
  
  We were more than happy to review this user's account once more. Our team was able to verify that this user was in fact submitting receipts that this user did not purchase. These actions, do violate our Terms of Service and as a result, this user's account will remain deactivated. 
  
  Fetch loves to award points to our users who act within our guidelines in our Terms of Service, which can be reviewed here: (******************************************************). Please refer to line 28 within our Terms of Service. 
  
  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: 07/27/2023

  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.
  
  The same message is being generated each time they respond. They put the offers up and I shop for them. Thats the way it works. Right?

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

  Business Response

  Date: 08/01/2023

  In regard to BBB Complaint #20359172; This user was deactivated for violating our Terms of Service. We have addressed and confirmed the fraudulent actions that this user submitted. Their recent message is going off track from the original complaint context. We have already informed the user that they will remain deactivated and will not be able to use our app.
  

  Customer Answer

  Date: 08/01/2023

  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.
  
  Every response from Fetch is the same automated message. Every time in the past I have tried to redeem a gift card, they reject it. This has happened to friends that also use the app. The whole concept of this app is fraud.
  Regards,
  
  *******************************

• Initial Complaint

  Date:07/19/2023

  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.

  On July 16th I used my Fetch account to redeem points for a $50 ******* gift card. Ive only ever redeemed one reward with my account before as Ive had a Fetch rewards account for years. I work retail, I worked at a gas station and currently work at *******. I spend a lot of money on food for myself, and my mother as shes handicapped. I keep the reciepts and scan them in. Theres a lot of reciepts than I scan per month. Yesterday Fetch decided to ban my account because they think my reciepts are fraudulent and made under the guise of a business or non-personal transactions. How can they look at a receipt and determine if its made for business or personal? My reciepts are legit and are not forged, botted, or printed offline. Fetch did not bother to reach out to me in terms of my account or showing me any sort of proof that my account is fraudulent. Instead they removed all of my rewards, which due have cash value, and banned my account. Id like my account back opened and my rewards re-redeemed. I attached a screenshot of their response team telling me they think my reciepts were fraudulent but with no proof as to why.

  Business Response

  Date: 07/20/2023

  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 their snap history, our team discovered that this user was submitting receipts that they in fact did not pay for. Scanning of receipts that a user did not pay for is a violation of our Terms of Service and resulted in this user's permanent deactivation.
  
  ******************** loves to award points to our users who act within our guidelines in our Terms of Service, which can be reviewed here: (******************************************************). Please refer to line 28 within our Terms of Service.
  
  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.

• Initial Complaint

  Date:07/17/2023

  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.

  Ive been a loyal Fetch customer for a very long time even been a huge advocate for them, they sent me a email stating that they removed point from my account stating they found fraudulent receipts and my account would remain active as long as I didnt scan any more fraudulent receipts, well I cashed in on some of points and I had only scanned in one or two receipts since they removed points from my account the. They not only not give my what I cashed in on but deactivated my account falsely claiming Im fraudulent refusing to prove to me anything when I clearly showed to them I have done nothing wrong on my end but yet they still wont do the right thing something needs to be done with this company they are stealing peoples time and data..

  Business Response

  Date: 07/18/2023

  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 their snap history, our team discovered that this user was submitting receipts that were in fact fake and received a substantial amount of points by doing so. We have decided that this user was deactivated and will remain deactivated.
  
  Fetch loves to award points to our users who act within our guidelines in our Terms of Service, which can be reviewed here: (******************************************************). Please refer to line 28 within our Terms of Service.
  
  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: 07/18/2023

  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 

  in the email that Ive included with my evidence it clearly states that you removed points due to the fact you fraudulent receipts that you was not deactivating my account but if I was to continue you would , I had not done anything else after that fact but yet again you decided not only to remove points for a second time but to deactivate my account even though I have proven that after your first investigation I have not scanned anything fraudulent therefore for you are wrongfully accusing me and i have rights 
  
  Regards,
  
  *********************

  Business Response

  Date: 07/18/2023

  Hello! Thank you for following up with the Fetch team.
  
  Our team reviewed this user's account once more and this deactivation will still be upheld. Our team has reached out to this user on multiple occasions with information and warnings regarding the submission of fraudulent receipts. Per our Terms of Service, which can be reviewed here: (******************************************************), this user's account in question will remain deactivated. Please refer to line 28 within our Terms of Service.
  
  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 prime goal 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.
  
  However, this user does have another active account that does not have fraudulent activity and is available for this user to use. Our team can certainly assist this user in accessing this active account at *********************************** Further submissions of fraudulent receipts, or other fraudulent activity, will result in this account's deactivation as well. 
  
  Warm regards, The Fetch Team.

  Customer Answer

  Date: 07/19/2023

  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,
  
  *********************

• Initial Complaint

  Date:07/10/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fetch Rewards **** operates internet application Fetch that provides users with rewards points that can be converted to cash for purchases of select manufacturer brands. One of their promoted offers is ****** rewards points for a first time prescription filled using a unique GoodRx coupon for that prescription that is generated through the Fetch app. Fetch instructs that all information on the coupon must be entered correctly by the pharmacy to receive the rewards points. On June 27, 2023, I presented a Fetch generated GoodRx coupon to a Kroger store pharmacy for Bimatoprost Solution (coupon information: BIN ******, PCN GDC, Group DR33, Member ID **********. On July 1, 2023, I paid the coupon amount of $39.55. After waiting the requested three business days and not receiving the ****** rewards points, I contacted Fetch customer support by email on July 5, 9, and 10, 2023 detailing the issue and requesting the ****** points. Each reply from a representative, including Senior Support Specialist ****** on July 10, placed blame on the pharmacy not entering the correct information. As detailed above, this could not have been the cause for this prescription. The issue appears to be with GoodRx not transmitting the transaction and/or a recording error by Fetch.

  Business Response

  Date: 07/11/2023

  Hello! Thank you for reaching out to the Fetch team!
  
  We reviewed this user's account and the activity in question. We can confirm that the GoodRx information entered is not accurate with this user's GoodRx information within their Fetch app. The *** number shown in the screenshots provided is *** #******, this is not a *** number associated with our Fetch users. All Fetch users have the same *** number: *** #******. 
  
  The Group Number shown in the screenshots provided is also not associated with our Fetch users. The Group Number is the same for all users. This Group Number is GRXF100, the number shown in the screenshots is DR33.
  
  The information provided is the reason why this user did not receive the ****** points for their GoodRx purchase. GoodRx points are awarded when the pharmacy enters and uses the GoodRx information shown within the Fetch app. If this occurs primarily at one pharmacy, this user may consider refilling their prescription at another location in order to receive the Fetch points. 
  
  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: 07/11/2023

  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.
  
  The screenshots provided are directly from the Fetch app. I have included new screenshots just taken from the Fetch app that show the My Account homepage depicting the GoodRx Coupons link, then the GoodRx Coupons I have saved, then the GoodRx coupon generated from within the Fetch app for the prescription Bimatoprost solution. If this is not the correct information and the reason that I didnt receive the ****** points, then there is clearly an error with the Fetch/GoodRx link that is generating the incorrect BIN and Group numbers. This is further evidence that Fetch is apparently unaware of the error and is incorrectly denying rewards points to users that are correctly following their instructions. I ask that the error be investigated and corrected in addition to being awarded the ****** points.
  
  Regards,
  
  *********************

  Business Response

  Date: 07/11/2023

  Hello! Thank you for reaching back out to the Fetch team!
  
  While we were researching your account, we saw that the price was checked for the prescription, but the transaction was not completed using the coupon within the Fetch App. We can confirm that the transaction in question was used with another insurance or GoodRx number.
  
  Please note that for points to be awarded, the transaction must be completed using the GoodRx information within the Fetch app and the prescription picked up. If you received a GoodRx discount, its likely due to the pharmacist entering another GoodRx number, or a typo is occurring. The member ID, PCN, and BIN must all be entered accurately for the points to trigger.
  
  The points will be awarded within 3 days of your GoodRx coupon being used and you have picked up the prescription from the pharmacy.
  
  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: 07/12/2023

  [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 neutral to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:07/10/2023

  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.

  Fetch app has recently cancelled my account for fraudulent receipt scans. I want my account recovered and my points back. I dont understand how I can have violated the terms and conditions by using the receipts that I get from purchases. How are they able to see what receipts are actually mine versus not mine. I work at a grocery store and make a lot of purchases so I dont understand where this is coming from. I would like to have this issue resolved as quickly as possible. Thank you

  Business Response

  Date: 07/10/2023

  Hello! Thank you for reaching out to the Fetch team.
  
  We love helping user's save by shopping at their favorite places and we were more than happy to take a look at this account. 
  
  When taking a look, our team discovered that this user was submitting receipts that were not from purchases they had made personally. These types of submissions 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, we'll be happy to answer them at **********************************.
  
  Warm Regards,
  
  The Fetch team

  Customer Answer

  Date: 07/12/2023

  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,
  
  *****************************

• Initial Complaint

  Date:07/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just recently started using Fetch about 2 weeks ago and I love it. BUT today, I'm having an issue and I'm extremely upset about it. On Fetch, there's a promo that if you spend $10 at ******* for ******************* products, you get ***** points. On 7/2/23, I scanned a receipt in Fetch from ******* in the amount of $71.11. On that receipt, it included a ******************* product where I spent $9.98. Again, I had to spend $10 to redeem the **** points. It said I had 2 cents to go to redeem the points. So I went in ******* today, 7/8/2023 and purchased a ******************* Breakfast Bowl for $3.12. That should have given me my **** points, correct? WRONG. It didn't give me the points and actually started it over! And now when I click on it, it says **** to go. It's confusing and cheating! Here are some screenshots. I wish I would have screenshotted when it said I only have 2 cents left to spend but I didn't know that it wasn't going to give me the points. Either way, both items are on my scanned receipts and it's well over $10 and the end date for the promo are 7/31/2023.

  Business Response

  Date: 07/10/2023

  Hello and thank you for reaching out to the Fetch team.
  
  We are committed to delivering the best experience to the members of the Fetch Family and were happy to look into this issue.
  
  We are so sorry to hear that the progress on this ******************* offer did not track correctly. We have manually edited these receipts and this user should now see the points for the offer on their ******* receipt from 07/02.
  
  If this user should run into this again, we recommend using the 'Correct my Receipt' tool or connecting with us at **********************************.
  
  Warm Regards,
  
  The Fetch team

  Customer Answer

  Date: 07/10/2023

  [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:07/07/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with Fetch rewards for years and I when I shop I may put my receipts in my pockets and purse so they will not be straight. Let me start with that information first. I had about ****** points because I was trying to get th $25 cash card from my rewards. I have had the $50 cc before and the ONLY way you can even apply for it is if the circle around the number is lit up. You need ****** points to get the $25 one which was lit up. I applied for the $25 one and it left with about ***** points left. I am waiting for the email with he card information and I never got it. So I go into my acount and saw that I have ****** points which is not correct and saw that a $50 cash card that I NEVER applied for and could not due to it not being lit up t all was denied. I thought that was odd and sent customer service an email to inform them all that I said and asked them to correct it so I can get my card. These Lying Thieves writes me to say they took my points because they saw that the receipts I took pictures of was folded, cut etc. Accusing me of doing ILLEGAL THINGS and they did not match the original receipt and if it continues they will close my account. First of all, They are LIARS everyone one of my receipts match the original and some of them are folded from being in my pockets, or my purse. Just so they don't pay me Only after I applied for a card they come up with this LIE saying I am a criminal which they are the Criminals for doing this. I don't have time to splice a receipt for 25 points when I can buy the items for thousands of points and it is dumb. They OWE me a $25 cash card and I want it. Did they keep the card for themselves and decide to give me some points and use this lie for their cover up? Cause the only Theives, Criminals and Illegal activity is on their part from their system to them theirselves. I want my card from the points used from all legit receipts! If it's an error from the computer system then correct it instead of lying on me!

  Business Response

  Date: 07/10/2023

  Hello and thank you for reaching out to the Fetch team.
  
  We love showering our users with points and we were more than happy to take a look at this.
  When reviewing this account, we are able to see that this user received an incorrect notification regarding counterfeit receipt submissions. Our team apologizes for any confusion this may have caused. We have since manually reviewed this account and awarded the points back that were wrongfully deducted.
  
  Since awarding these points back, this user has redeemed a $25 reward. We hope that this user enjoys their gift card.
  
  If this user should have any questions, we are available at **********************************.
  
  Warm Regards,
  
  The Fetch team

• Initial Complaint

  Date:07/05/2023

  Type:Product 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.

  Hi, my name is *************************. I have been using the Fetch Rewards app for approximately 3 years. I have had to have 4 CVS receipts resubmitted for review because they either weren't tracking my purchases toward a reward ie. ******* Paris mascara or they weren't crediting my account for the full purchase price. At CVS their receipts show purchase price and coupon savings under each product purchased. The coupon savings include ECB's *********** Bucks - their CVS money you can earn). This is considered a form of payment not a coupon. If I use enough ECB's to cover my subtotal the receipt will reflect that I paid pennies for each item purchased. I have been requesting that Fetch use the purchase price to track toward my rewards. They had approved all my resubmissions. I tried to cash out some of my reward money for a CVS gift card. When it hadn't been approved in 5 days I contacted Fetch to see what was taking so long and that is when they told me my account had been deactivated and I would not be receiving any of the money I had earned from their app. They stated it was because I was changing my products from non participating brand items to participating brand items which is not true. The only thing I was requesting was for the products I purchased to be credited for the price I paid for them. I had ***** points which is equivalent to approximately $75.00. I just want the money I worked hard to earn. Thank you.

  Business Response

  Date: 07/06/2023

  Hello! Thank you for reaching out to the Fetch team!
  
  We reviewed this user's account and the activity in question. This user was changing prices on their *** receipts. Fetch recognizes the final paid item price, pre-tax and after all other coupons/discounts/savings (like *** ExtraBucks) have been applied. All points awarded for completed offers and individual items will use this process. The *** receipts in question list these savings as Manufacturer Coupons.
  
  We have reactivated this users account, however, changing the prices of the final prices paid after coupons/discounts/savings (like *** ExtraBucks) have been applied, will result in deactivation. These actions violate our Terms of Service, which can be reviewed here: (******************************************************). Please refer to line 28 within our Terms of Service. 
  
  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 prime goal 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: 07/06/2023

  [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:07/05/2023

  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.

  On 6/23/2023 I joined the Fetch program to receive rebates from purchases made. They have specials to earn more points for a specific purchase that go for a period of time. I saw a special for joining ******'s Executive Membership ($120) between the dates of 6/23/2023 and 6/28/2023. The special was worth ****** points. I selected the special and scanned my receipt for joining ******'s Executive Membership. After a day I did not receive *********. I tried to contact Fetch twice through the app and nobody responded. I tried again through email and no response there either. This was over the next week. The email and phone number associated with my fetch account are the same I used to file this complaint. I can still see a copy of my scanned receipt in the mobile app.

  Business Response

  Date: 07/06/2023

  Hello! Thank you for reaching out to the Fetch team!
  
  We reviewed this user's account and the receipt in question. We show that this user reached out to us on 6/27/2023 and one of our specialists responded to their support ticket request on 6/27/2023. If the user did not receive a response, they can find a copy of their support ticket in their email inbox from around the same date. 
  
  The ****** receipt was a physical scan of a printed eReceipt. We are unable to support uploads of images of a screen or eReceipts that have been printed. Kindly note these types of submissions do violate our Terms of Service, so please ensure that eReceipts are correctly submitted in the future by using our eReceipt feature. 
  
  We're more than happy to assist this user further with their ****** eReceipt. If they could send us an email at *********************************** we can review the eReceipt and provide troubleshooting for their eligible orders. We hope to hear from them soon. 
  
  Warm regards, The Fetch Team.

  Customer Answer

  Date: 07/06/2023

  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.
  
  The e-receipt section does not give me a place to connect my ****** account. I will not connect my email accounts. I sent a scanned copy of my receipt dated accordingly. Fetch gave me my other points for against this scanned receipt. Please credit my ***** points. 
  
  Regards,
  
  *******************************

  Business Response

  Date: 07/10/2023

  Hello and thank you for reaching back out to the Fetch team.
  
  We were more than happy to take a closer look at this submission.
  
  At this time, we can only support eReceipts that have been submitted through the eReceipt feature of the Fetch app. We are unable to support uploads of images of a screen or eReceipts that have been printed.
  If this user would like to receive the points for this offer, they will need to connect their email address successfully to the eReceipt feature.
  
  If this user has further questions, we are more than happy to assist them at **********************************.
  
  Warm Regards,
  The Fetch team

  Customer Answer

  Date: 07/11/2023

  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 contacted ****** and canceled my account and received a refund for my purchase.  I let them know about the improper practices of their Fetch partner. They will be taking up with Fetch. You can resolve this by removing my account and all copies of scanned receipts associated with this account. You do not have my permission and may not use any copy of any submitted receipts for future  use. You also must remove all personal information from your database and do not have permission to sell/trade my data for any purpose. Essentially, make it as I never joined Fetch  

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