Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/14/2022

  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 am upset that I received point deductions and the poor excuse was invalid receipts or fraudulent receipts. All my receipts has now been e-receipts because I didnt want to create duplicates in error which can happen as when I save my receipts I scan and then didnt realized that I took a picture already and when that happens and I am told its a duplicate I remove it. I received an email and then when I replied I was honored the gift card but never realized that they did a point reduction even though I didnt process the receipts once it said it was diplicate. It shows a 0. But this time all my point were valid including bonus points. I have all my e-receipts for my stores saved as well. This needs to be corrected and my point should be placed back. This happens every time I try to save my points to get the $25.00 Amazon gift card. I received two of ****** points for Uniliver which were the biggest help to get these cards and then you want to give me an excuse of fraudulent receipts. Please rectify this and add my points. I will then ask for the $25.00 gift card. I should get my points back and for all the hassle I should be given the $25.00 gift card for the inconvenience. I have also had people say they block them from uploading and adding receipts. This is a dishonest company. I added some photos as there to many to upload.

  Business Response

  Date: 12/14/2022

  Hello! Thanks for taking the time to reach out to us. Upon further review, our team has confirmed that the points that were deducted from the user's account were a mistake and we have awarded ***** points for the inconvenience. We sincerely apologize for any trouble that this has caused. No further action is needed on the user's end, as they should have access to their points and rewards. If the user has any questions regarding their account, we are always available at **********************************. Warm Regards, The Fetch team

• Initial Complaint

  Date:12/08/2022

  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.

  Fetch Rewards does not have a customer service phone number or email that is valid. I have been running in circles. I requested a $50 rewards e-card for Macys. Went to ****** with e-card on my phone but it was unacceptable. Called the number on the e-gift card, dead end, I'm so frustrated. Feel if this was a reputable organization there would be a better response to my emails. I have been taking photos of my receipts for over a year to get this "reward". Hope you can help get a resolution.

  Business Response

  Date: 12/09/2022

  Hello! Thank you for reaching out to the Fetch team!
  
  We have reviewed this user's account and recent support ticket request(s). We only show one support ticket request which an agent responded to. However, we're more than happy to explain further here! We show that the $50 ****** reward was processed and awarded successfully to the user. 
  
  With that said, we can not access gift card information or transaction history with any gift cards. We highly recommend that this user reaches out to the ****** support team for more details regarding their transaction history or gift card balance. 
  
  You can contact their customer service team by calling **************. They are available Monday through Saturday from 9AM - 12AM ET and Sunday from 9AM - 11PM ET.  
  
  If you have any further requests for more information on this matter please let us know at **********************************.
  
  Warm regards, The Fetch Rewards Team.
  
  

• Initial Complaint

  Date:12/05/2022

  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.

  My fetch reward account is *********************** and this issue happened on December 2nd, 2022. I have been a Fetch Reward user for 2 years and never a moment I tried to violate any terms or conditions. Recently my mom came to visit me for the holiday which was supposed to be a wonderful time yet ruined by Fetch Rewards. My mom and I dont live together so I recommended her Fetch rewards where she can earn rewards for groceries. This one move cost me more than +$50. We went to the supermarket together so I could teach her how to use the app. We use different emails, different cell phone, different numbers. Just in the end at check out my 60 year old mom figured she left her wallet at home so I swiped my credit card for her. I had ****** points in my account and my mom made ****** point in that purchase. Somehow out of no reason Fetch deactivated my account in the name of having multiple accounts and froze both of our accounts. I lost $50 for kindly referring this app to other people. Even now I still dont know what I did wrong. I have reached to Fetch Reward help for more than 5 times every time I get the same automatic response saying they cant let me know what I did wrong but my account is permanently disabled and I cant not withdraw and points in the account for good. For gods sake this is Christmas time and how can you expect people to be an expert of an App at the beginning? We learn whats right or wrong and we improve through time. How can this app stand above everyone and say if you do anything wrong I take your money? This should not be legal. I request Fetch Rewards team to review my account activity and return my points in the account to me, allow me to redeem them and then I will be happy to say Im done with this app for good.

  Business Response

  Date: 12/06/2022

  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 further 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

• Initial Complaint

  Date:11/30/2022

  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.

  Hi. I am here after emailing you all for the 7th time for the same reason. And y'all dare respond with the same reason. It seems as if I have been for absolute no reason. I apparently submitted a fake receipt and I swear I did no such thing. I was only emailing y'all that yall didnt **** one of my offers that I did and got no points for. Next thing you know. Banned for absolute no reason. I had almost 10k points and was about to get an Amazon gift card for secret santa. Please give me my account I didnt submit any fake receipt and yall are emailing me with the same answer every time you lazy people. Please give me my dang account back or im going to court. Oh and I want another $100 Amazon gift card because last weeks I was sad all the time by dealing with your trash. I want my points back and a $100 Amazon gift card to forgive you. Or else, I will post you, go to court, and *** you for accusing me of such actions.

  Business Response

  Date: 12/01/2022

  Hello, thank you for reaching out to us! After reviewing this user's account, we have reactivated their account under the condition that the user reviews section 28 of our Terms of Service. The user can read our Terms of Service here: https://www.fetchrewards.com/terms-of-service. 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 ********************************* Kind Regards, The Fetch Rewards Team

• Initial Complaint

  Date:11/29/2022

  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.

  They falsely accused me of fraud and using receipts that werent mine. I shop all over and spend a lot. I also work at a gas station so I shop there a lot. They permanently deactivated my account without notice nor do they provide proof or evidence of what you did wrong. They just shut your account off because they feel like it. I want my account re-activated or the ability to use the points for a reward that I EARNED or I will see them in small claims court.

  Business Response

  Date: 11/30/2022

  Hello! Thank you for reaching out to the Fetch Rewards team!
  
  We have reviewed the user's account and activity in question with our team. We show that there were multiple receipt submissions that the user did not pay for and that this user received a substantial amount of points from these submissions. This type of activity goes against our Terms of Service. 
  
  We have decided that this user will remain deactivated and will not be able to create a new account or use our app. 
  
  Fetch Rewards loves to award points to our users who act within our guidelines in our Terms of Service, which can be reviewed here: (https://www.fetchrewards.com/terms-of-service/). Please refer to line 28 within our Terms of Service. 
  
  Fetch Rewards 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 Rewards Team.
  
  

  Customer Answer

  Date: 11/30/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  

  I need proof of the receipts they said I didnt pay for, otherwise I need contact information from them in order to serve them with lawsuit papers. They have done this to too many people already from the reviews I have read about them. Its time they provide their users with proof of what they did before falsely accusing them of fraud. 

   

   

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

  Business Response

  Date: 12/02/2022

  Hello and thank you for reaching back out to Fetch. After reviewing this user's account and activity, we have decided to reactivate the account under the condition that the user reviews our Terms of Service. (https://www.fetchrewards.com/terms-of-service) 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. We have also reached out to this user letting them know about this decision. If this user should have any questions, we are always available at **********************************.

• Initial Complaint

  Date:11/25/2022

  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.

  Fetch won't give me my $10 reward I redeemed 2 days ago. Supposed to receive email to choose virtual card and get it instantly. I chose this reward for that reason and after I used my points to redeem it, they then changed the terms of reward and make you wait 72 hours. They say "within 72" but y refuse to cooperate with me because it is within 72 hours, right now. Waiting the full 72 hours is not "within" 72 hours. Plus it never mentioned anything about waiting when I purchased the reward. I want my reward now.

  Business Response

  Date: 11/27/2022

  Hello! Thanks for reaching out to the Fetch Rewards team. We appreciate the feedback and we strive to provide the best experience to our users. Our 3-day period helps us protect user data and ensure a secure, consistent redemption experience. After taking a look at the user's account, we can confirm that their reward is ready for use and they can locate their reward by checking the email address associated with their fetch account. If they do not see it in their regular inbox folder, they can check their Spam, Junk, or All Mail folders. Also, searching *********************** in their inbox will sometimes bring it up quicker. If the user has any questions, they can always reach out to us at ********************************* Kind Regards, The Fetch Rewards Team

  Customer Answer

  Date: 11/27/2022

  [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:11/25/2022

  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 been wrongly banned from the fetch rewards app. After just buying a couple rewards from the app, I was banned from the app due to an accidental scanning of an expired recipt. I also used your referal program to gain points from my family at Thanksgiving in the same location and I have now been banned with no reason. I would like to have to have my account restored ao I can recieve my rewards which were earned rightfully. If not I will be pursuing legal action due to fraud and discrimination based on my race which I believe Fetch Rewards is aware of.

  Business Response

  Date: 11/27/2022

  Hello, thanks for taking the time to reach out to us! After taking a look at this user's account, we can confirm that the user repeatedly violated our Terms of Service. Per our Terms of Service, "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, including deducting some or all of your Points, terminating your account, and taking any other legal or equitable action which may be available to us."
  Due to this violation, their account will remain inactive. If the user has any questions, they can always contact us at ********************************. Kind Regards, The Fetch Rewards Team

• Initial Complaint

  Date:11/19/2022

  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 did everything I was told to do. I used my fetch good rx card at ******* for my first prescription filled. I have anthem ********** blue shield that usually covers everything but my cough medication they didnt. So I looked and show I could use this good rx card get 10k and save money on the script. I used the goodrx fetch app card even thought the ones on the goodrx website were cheaper. Because I knew 10 points would be ten dollars back for me anyway. Well long behold its a scam I believe. Others have had issues claiming this goodrx reward with fetch too. Fetch has always been honest and reliable until now and I truly believe its something with goodrx. I have proof I showed fetch and goodrx no one cares to help me I was told oh well. I even showed them my receipts and my script. They can see for themselves. I get nasty replies. I dont believe this is far at all. I feel taken advantage off.

  Business Response

  Date: 11/21/2022

  Hello and thank you for reaching out to the Fetch Rewards team.
  
  Our mission is to provide a rewarding experience for our users to enjoy when they shop, and we were happy to take a look at this GoodRx issue. When reviewing this user's account, we can confirm that the code was not entered correctly at checkout, resulting in the points not being awarded. All the information in the app needs to be entered correctly in order for the points to be awarded. We do offer a one-time exception in these scenarios, and this ****-point exception has been awarded to this user and they have been informed about the exception. In addition, we recommend that the user confirm the code with the pharmacist at checkout so that they are awarded correctly in the future. If the user has any further questions, we are happy to answer them at ********************************.
  
  Kind regards,
  The Fetch Rewards Team

  Customer Answer

  Date: 11/21/2022

  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 gave the ******* pharmacist my phone. She took it right off the fetch app goodrx tab. What code was used then if not the fetch goodrx tell me please?? Second this was my first script so I would be entitled to 10K points. Not *****. This seems insane to me that two companies Fetch and GoodRx cant check and see that I used it. How do you verify these if you cant look into them.  
  I would think that since I gave you the number used for goodrx and my scripts and receipt you can go back and verify it. My health insurance ***************** can verify everything you mean to tell me you all cant. I feel taken advantage off. I feel like a fool for actually believing I was going to get 10k points. I should know better I guess when it seems to good to be true it really is a scam. Well congrats you win you got me  I guess you need the points more then I do a single mom on food stamps. I swear I did everything right I followed all the steps I was hoping the 10k points would help me towards Christmas for my kids but enjoy them I hope you get something nice with them. Merry Christmas 

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

  Business Response

  Date: 11/23/2022

  Hello,
  
  Thank you for following up and sharing additional information.
  
  We want every user to have a fun and positive experience with our app, and given the circumstances, we decided to add additional ***** points to the user's account. We hope they enjoy the gift card(s) they choose to redeem with them and continue having a good time using the Fetch Rewards app.
  
  We are also including a link to our *********** should the user wants to learn more about earning points on their prescription refills: https://help.fetch.com/hc/en-us/categories/360001468794
  
  Please don't hesitate to contact ******************************** with any questions.
  
  Kind regards,
  The Fetch Rewards team

• Initial Complaint

  Date:11/19/2022

  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.

  they will not delete my account despite my various attempts to have them delete it. i do not want my name associated with one of there accounts

  Business Response

  Date: 11/22/2022

  Hello! 
  
  Thanks for reaching out to the Fetch Rewards team. 
  
  We are committed to delivering the best experience to the members of the Fetch Family and we were happy to review their request. After careful consideration, we will not be fulfilling the request at this time due to past violations of our Terms of Service. Please be advised that in accordance with the California Consumer Privacy Act (CCPA) and our Opt Out program, Fetch Rewards is permitted to retain account information in order to detect security incidents, protect against malicious, deceptive, or illegal activity, or prosecute those responsible. If a user tries to fraudulently obtain points, we have no choice but to freeze the account, however, due to these violations, we will not be able to delete the account information related to this user. 
  
  Kind regards, 
  
  The Fetch Rewards team

• Initial Complaint

  Date:11/15/2022

  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 run a domestic violence shelter in my area and because of the sheer number of orders and shopping trips I am tasked with, it was suggested that I join Fetch rewards to earn gift cards that could also help our women and children making it a win win situation. Being an extreme couponer I am always happy to be rewarded for my neverending shopping for everyday supplies. Fetch was perfect because I could buy their suggested brands and stockup at the center on essentials. After 19 days my account was deactivated. After several attempts to email the company I was finally told that my account was deactivated due to "what looks like you've returned many things from your order or canceled many orders". I tried explaining to the Fetch rep that this particular retailer sends me an email every time I edit my order (I start a new pick up order every week for the following week) they also change the order number *** send out an email saying the original order was canceled therefore making it seem as though you've canceled an order each time. The rep had zero interest in even listening to my explanation nevermind comprehending it. I have no idea why I am being punished for a corporations practice in editing orders. I have done nothing wrong by simply starting an order at the start of the week and adding and deleting items as the needs change of the people in my facility. I am an honest hard working person. All of my reward cards were taken away and the points returned into a number that I have no access to. I earned ****** points by spending my own money out of my pocket. I very saddened *** upset. Upon further looking into Fetch and their practices *** the complaints made against them it seems as though it is common practice for them to deactivate accounts that have high points in an effort to not have to pay out in gift cards. I feel scammed. They are using our personal information *** selling it to co.panies and flat out refusing to give us what was promised to us.

  Business Response

  Date: 11/15/2022

  Hello and thank you for reaching out. Fetch Rewards takes pride in the integrity of our app as well as the Users that snap receipts to help maximize their savings in an honest and secure way. We have escalated the User's deactivated account status issue to the highest level and have determined that we will not be reactivating this User's account(s) as their activity was found to have gone against our Terms of Service on several occasions. While reviewing, we discovered that some of the receipts submitted on the account were edited by the User to not reflect the actual items in the purchases, as well as initiating returns/cancelations on online orders. This behavior is not allowed under our Terms of Service which state, Fraudulent activity includes any action that is deceptive or an attempt to gain Points not in accordance with these Terms and includes but is not limited to, creating fake receipts, fake accounts, submitting altered receipts, submitting receipts for purchases not made by you, and/or buying products and returning them. We encourage the User to review our Terms should they have additional questions regarding this status: https://www.fetchrewards.com/terms-of-service. At this time, we would be unable to offer our services any longer to this User, permanently. Thank you for your understanding!
  
  Kindly, 
  The Fetch Rewards Team

  Customer Answer

  Date: 11/15/2022

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