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:10/20/2022

  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.

  I logged in today to Fetch rewards to see the status of the 2 Amazon rewards (for $25 and $10 respectively) I had requested, finding that both were declined with the following error: "This reward exceeds your points balance". Further investigation revealed that all my accumulated points (about $37) were "deducted" because of "one or more fraudulent receipts". I contacted Fetch Rewards and was told that some receipts "do not match the original print from the register" in that they may "have been folded, cut, pieced together, obscured, or otherwise altered from their original format". Knowing that, to the best of my knowledge, I have followed Fetchs Terms of Service and, more specifically, that I have never folded, cut, pieced together, obscured, or otherwise altered from their original format receipts, I contacted Fetch Rewards a second time, automatically (within 1 second) receiving a reply that "these points will not be re-issued". Apart from the fact that I did nothing wrong, I find it highly suspicious that my account was deactivated 1) with no communication from Fetch's part, 2) when I have ****** reward points, and 3) that the deactivation happened as I was trying to claim my reward points. Furthermore, I have submitted 6 special offer (purple in the app) receipts since my last gift card redemption about a week ago (i.e., my point deduction must have been made while submitting these 6 receipts) and I still have most the products for which I received credit (i.e., I can prove that I did purchase all products on the receipts). Although I do not have the original receipts anymore, I am pretty sure I can find online versions from the retailers. I have already proposed to Fetch but I am now only receiving automatic replies when using support to contact them about this issue.

  Business Response

  Date: 10/21/2022

  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 the user was submitting printed copies of their receipts. These types of submissions go against our Terms of Service. Receipts have to be submitted in their original form from storefront printers. 

  We have decided that this user will have their points awarded back to them under the condition that they submit their receipts in the correct format. This format being, snapping receipts in their original form, from a storefront printer. Further submissions of copied receipts from printers that are not storefront printers, will result in the points be deducted once more. 

  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/).

  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 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 Rewards Team.

  
  

  Customer Answer

  Date: 10/24/2022

  [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:10/20/2022

  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.

  Monday October 10, I put in for a 5$ cracker barrel gift card, and they immediately deducted the points like usual. I waited the 72 hours and never received the card. I emailed them SEVERAL times since, with the same useless response on where to look to find my reward. I KNOW WHERE TO LOOK! I have received several rewards before, so that wasn't the issue. I changed the wording each email, to make clear that they did not issue my reward,and either to give me my reward, or give my points back!!! They sent the EXACT same message AGAIN!!! This is RIDICULOUS!! There is no way to speak to anyone, and it is BEYOND FRUSTRATING!

  Business Response

  Date: 10/21/2022

  Hello! Thank you for reaching out to the Fetch Rewards team!

  We have reviewed this users account, and we can confirm that the reward was issued and delivered to them. 

  Under normal circumstances, users are able to review their reward by tapping on the 'Rewards' tab, selecting and tapping 'My Rewards'. Once there, users can tap their processed reward and view their gift card information. 

  Another way to access their rewards is to review their activity feed for the reward! Users can review their activity feed by tapping on their points in the top right-hand corner of their apps screen. Once there, they can scroll through their activity history, such as receipt scans and reward redemptions. Tapping on the reward redemption in this feed will bring the user to their reward, which will also have their gift card code. 

  If neither of the two provided routes work, we would love to further review this issue with the user! We have reached back out to the user, with support ticket #*******, requesting a screenshot of what happens when they tap their 'Rewards' tab. With this requested screenshot, we can review the issue in more detail with the user. 

  If you have any further requests for more information on this matter please let us know within the follow-up email we sent, or by reaching us at ********************************.

  Warm regards, The Fetch Rewards Team.
  

  
  

• Initial Complaint

  Date:10/19/2022

  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.

  I opened my account on September 27th 2022. After uploading a few receipts, I observed the rewards were being dropped to 25 points every time. It means I have to submit 400 receipts for $10 cash back which is almost impossible and means too much work is needed. For privacy considerations, I sent an email to Fetch on Oct 3rd to request the account closure.Fetch then closed the account and responded to me saying the account on the same mobile device cannot be recovered once it is closed. After that, I learned from friends that there are many types of bonuses on Fetch. It is not quite difficult to accumulate points...Since I am very new to Fetch Rewards and misunderstood the rules and I never knew I am not able to use Fetch on my phone once it is closed only until I was informed AFTER the account had been closed (which means there was no chance for me to withdraw my request), I would like to request a one-time process - please reopen my account and restore the Fetch Rewards points I had. I will never request it again since it is clear to me for the policies. I will be a loyal user and will refer this great app to whomever I know.Registered information: **************** and *************. **** (**************

  Business Response

  Date: 10/20/2022

  Hello! Thank you for reaching out to the Fetch Rewards Team.

  We appreciate this user's interest in our app! When a user is no longer planning to use our app, they can request to have their account deactivated. If they change their mind, they can reach out to our support team and it can be reactivated at any time.In this case, the user requested account deletion via our Deletion Form, which is different from deactivation.

  This form contains an Account Deletion Disclaimer with the following warning: "**This form WILL RESULT IN A DELETION OF YOUR ACCOUNT**. You will no longer be able to use Fetch Rewards, and it will result in the removal of your user information".

  The user has also agreed to our Account Deletion Acknowledgement which reads, "By checking this box, you acknowledge that this will result in a full deletion of your Fetch Rewards account. Once the process is complete, you will no longer be able to use Fetch Rewards, and your account cannot be recovered. If you do not wish to continue with the account deletion process, please do not check this box".

  Based on the fact that a deletion request was submitted by the user and honored by our company, regrettably, we are unable to recover the account for this user and they will be unable to use the app going forward.

  Please don't hesitate to reach out to ******************************** for additional information.

  Kind Regards,

  
  The Fetch Team

  Customer Answer

  Date: 10/25/2022

  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.
  
  In Fetch Rewards response, it mentioned:
  
  - "When a user is no longer planning to use our app,they can request to have their account deactivated. If they change their mind,they can reach out to our support team and it can be reactivated at any time."
  

  If I never knew I had this option, how could I request a deactivation? When I sent the closure request, how I wished Fetch Rewards could have offered me this option. Unfortunately,it didnt.
  

  
  - "The user has also agreed to our Account Deletion Acknowledgement which reads, "By checking this box, you acknowledge that this will result in a full deletion of your Fetch Rewards account. Once the process is complete, you will no longer be able to use Fetch Rewards, and your account cannot be recovered. If you do not wish to continue with the account deletion process, please do not check this box"." 
  

  I never clicked any type of "box" and confirm the deletion. Rather, I did send two emails to Fetch Rewards and requested not to retain my accounts. 
  
  

  For these reasons, I'd like to request a one-time reopening of my account. If that is not an option, I would like to open a new account and continue to use it on my mobile phone. Currently, I am not able to register from my mobile.I will appreciate for this good will and will be a loyal user since then.
  
  Regards,
  
  Qing (cherry) ***

  Business Response

  Date: 10/31/2022

  Hello,
  
  Thank you for following up.
  
  The only way to request a permanent deletion of an account is by completing a CCPA Privacy Request Form or an Opt-Out Request. These forms require a user to check both an acknowledgment and confirmation notice confirming the deletion of the account. Additionally, the forms state, "Once the process is complete, you will no longer be able to use Fetch Rewards, and your account cannot be recovered. If you do not wish to continue with the account deletion process, please do not check this box".
  
  On 10/01/2022, we received a deletion request from this Fetch Rewards account and it was honored shortly afterwards. Once an account has been deleted, it can no longer be recovered and no new accounts can be created.
  
  If a user wishes to deactivate their account, they can reach out for assistance to the Fetch Rewards support team. When an account is deactivated per request, its owner can reactivate it at any time. The information about account deactivation is available in our *********** that can be accessed through the app or via this link: https://help.fetch.com/hc/en-us/articles/360009785613-How-do-I-delete-my-account-
  
  If you are looking for additional information, don't hesitate to contact ********************************.
  
  Thank you again,
  The Fetch Rewards team
  

• Initial Complaint

  Date:10/17/2022

  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.

  My husband and I both have accounts with fetch. I emailed them because I was emailed an offer I thought I didn't get credit for. The offer was actually my husband's and because we use ****** mail I get his emails as well as my own. I forwarded the email to fetch as requested and they deactivated my account, kept my 20k in rewards points and accused me of having multiple accounts. I emailed fetch a letter explaining the situation and they emailed me again they determined I had multiple accounts and they can close my account for any reason they find high risk. I don't have multiple accounts and it's insulting a company is accusing me of being dishonest. I never collected one reward from fetch but spent time making bonus purchases, snapping receipts and referring friends and family

  Business Response

  Date: 10/18/2022

  Hello! 
  Thank you for contacting us! After looking into this user's account and activity, we have reactivated their account under the condition 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. Should the user wish to speak to a member of our staff regarding this reactivation, we are always available at ******************************** to address any other questions or concerns they may have.
  Kind Regards,
  The Fetch Rewards Team

  Customer Answer

  Date: 10/18/2022

  [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. 

  I have read section 28 of the terms and am concerned that you may think this has happened again as I in no way committed any type of fraud.  The vagueness of the information I was given makes it difficult to determine what your company thinks I did.  I have racked my brain and the only other thing I can think of is I have a joint Amazon account with my husband and  one other person who is on fetch.  It is under my email and I am the only person linked from fetch.  

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

  
  

• Initial Complaint

  Date:10/12/2022

  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 a hard working fetch reward user and i decide to redeem a 25 dollar gift card and the day it was due i got a unsuspected error saying i did not have enough points to buy the gift card I did get a refound of points but not the exact amount. I would love to keep using fetch rewards it is just this one issue

  Business Response

  Date: 10/12/2022

  Hello! Thank you for reaching out to the Fetch Rewards team. Our mission is to help shoppers save at their favorite stores, and we were more than happy to take a look at this user's account. During this review, we discovered that this user has submitted counterfeit receipts, which is a direct violation of our Terms of Service. (https://www.fetchrewards.com/terms-of-service) These fraudulent uploads were reviewed, and the points obtained from these receipts were deducted from this user's account. This action resulted in the user not having the funds to redeem the reward that they had chosen. Please note that if this fraudulent behavior continues, we will have no choice but to deactivate this account. If the user should have any other questions, we are available at support(at)fetch rewards.com. Kind Regards, The Fetch Rewards team 

• Initial Complaint

  Date:10/11/2022

  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.

  I've been using Fetch Rewards for years, and after resetting my phone about a week ago, I started having issues with the app. When you sign in with a new device, it makes you verify your email again. But Fetch wasn't sending me the verification email.In addition, when I'd upload receipts, the app would not recognize information on the receipt, and I'd have to take up to 50 pictures of the receipt before the app would recognize the necessary information. This hadn't happened before. The receipts I uploaded were not showing ** in my account history, although points were being added to my account for the uploads.I finally contacted Fetch about the issues I was having with their app, and they told me my account had been permanently deactivated, because they suspected me of using receipts that were not my own, which they said is against their terms and conditions.If they want to kick me off their app, that's fine. I'll save a lot of time. But they are also keeping the funds I earned, which amounts to $76.46. I spent months earning that money, and the companies they work with have undoubtedly already paid commissions to Fetch on the receipts I uploaded. The fact that they never even informed me that my account was deactivated, put my app on 'buggy mode', and allowed me to keep uploading receipts, while continuing to collect money from their partners, and while knowing they had no intention of paying me my earnings, shows how dishonest and unethical they are.I don't want to use their app anymore, but I do want the money I spent countless hours earning. They owe me $76.46.

  Business Response

  Date: 10/11/2022

  Hello!

  Thank you for reaching out to the Fetch Rewards team. It makes us happy to be able to provide a fun app that helps our users get rewarded for their everyday purchases. While reviewing the user's account, we discovered that the user collected several receipts from Walmart.This is a direct violation of our Terms of Service (https://www.fetchrewards.com/terms-of-service). Due to these violations, we will not be able to continue offering our services to this user.

  If a user tries to fraudulently obtain points, we have no choice but to freeze the account.

  Kind regards,

  The Fetch Rewards team

  Customer Answer

  Date: 10/11/2022

  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 don't want to continue using your app. But I do need my points to be redeemed to me. That is not your money. You owe me $76.]
  
  Regards,
  
  *************************

  Business Response

  Date: 10/13/2022

  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 the user was submitting receipts that they did not purchase, and gained a large number of points fraudulently from these actions. This type of activity goes against our Terms of Service. 
  
  We have decided to reactivate this user with a warning regarding these submissions. 
  
  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/).
  
  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 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 Rewards Team.

  Customer Answer

  Date: 10/17/2022

  [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. My funds have been returned to me.
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:10/08/2022

  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.

  On October 6th I went to check on a gift card I had redeemed a few days prior (Oct. 3rd) and it wasn't in the "My Rewards" tab anymore and the points were refunded so I went to redeem it again thinking it must've been a glitch and it says my account is not active.. I've never used fake receipts so I don't know why my account would've gotten suspended and wanted to know if it could be corrected Thank you, *****

  Business Response

  Date: 10/09/2022

  Hello!

  Thank you for reaching out to the Fetch Rewards team!We were able to review this user's account. We have discovered that the user was linked to a ***************** falsely advertising an affiliation with Fetch and promoting their own referral code.

  As these actions violate our Terms of Service, this user will remain deactivated. Our Terms of Service can be reviewed here: https://www.fetchrewards.com/terms-of-service.

  If you have any further questions on this matter please let us know at ********************************.

  Warm regards,

  The Fetch Rewards Team

• Initial Complaint

  Date:09/25/2022

  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.

  Hello, my account on fetch rewards says it is inactive. You have made a mistake banning my account and I do shop a lot. I tried buying a gift card and it didnt work which is very unjust. Please give me my account back as you have banned me for no reason. Thank you

  Business Response

  Date: 09/27/2022

  Hello! Thank you for reaching out to the Fetch Rewards team. It makes us happy to be able to provide a fun app that helps our users get rewarded for their everyday purchases. While reviewing the user's account, we discovered multiple fake receipt submissions through several self-referred accounts. This is a direct violation of our Terms of Service (https://www.fetchrewards.com/terms-of-service). Due to these violations, we will not be able to continue offering our services to this user. If a user tries to fraudulently obtain points, we have no choice but to freeze the account.Kind regards,The Fetch Rewards team

• Initial Complaint

  Date:09/23/2022

  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.

  This complaint concerns the unethical and dishonest practices of this business. Fetch Rewards is refusing to issue certain popular rewards in a timely manner. I contacted them and they refuse to give any explanation other than some nebulous lie about security. They refuse to give any explanation about what specific security checks they are running. Fetch is unethical and dishonest. They are putting up obstacles to only certain rewards to discourage people from claiming these particular rewards. Fetch is trying to push people into claiming other rewards that do not have these obstacles. My rewards used to come within minutes, now taking DAYS. Business needs to contact me and explain EXACTLY what type of security checks they are running that takes DAYS. ******************* EXPLAIN EXACTLY what security measures you are implementing.

  Business Response

  Date: 09/26/2022

  Hello and thank you for your BBB message. We understand your concern regarding the currently standing 72-hour processing period for all rewards. We are happy to provide more information on this policy. I am seeing that your previous rewards were indeed processing within 24 hours, so we understand the confusion when you redeemed your newest reward. Our main goal is to provide a fun and safe way to earn more back on shopping for your favorite brands. This entails regular auditing of our current security practices to ensure the experience is fair and rewarding for everyone that uses Fetch. We updated our processing times for reward redemption to a more robust and secure redemption transaction, which is why it now takes up to 72 hours to fully process. I am seeing that your newest reward has been fully processed and delivered to your account without any issues. We hope you enjoy the reward! We welcome any additional feedback and questions you may have, as we are always available at ******************************** for your convenience. Let us know if there is anything else we can assist with!

  Customer Answer

  Date: 09/26/2022

  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.]
  My question has NOT been answered. 

  Exactly what are you doing that takes 72 hours?

  What procedures are you performing?

  Auditing does not answer the question. 

  Exactly what are you auditing? 
  Regards,
  
  ***************************

  Business Response

  Date: 09/27/2022

  Hello and thank you for reaching back out to the Fetch Rewards team! We are more than happy to provide more insight into this 3-day redemption delay. First, we would like to let you know that we inform all of our user's in-app that that their reward *** take up to 3 days to process. Recently, we have made some changes that adds new layers of security to the redemption procedure. Previously, you *** have received your redeemed reward more quickly than 72 hours. Due to this new process, every reward available on the Fetch Rewards app *** take 3 days to become available. If you would like more information about this delay, you can read more about this here (https://help.fetch.com/hc/en-us/articles/360061500954-3-Day-Redemption-Delay) Please keep in mind, this process helps ensure the safety and security of both your account and the pending reward. You will receive a push notification or email when your reward is ready to use.
  If this user should have any further questions, please know that we are always available at support(at)fetchrewards.com. Kind Regards,
  The Fetch Rewards team

  Customer Answer

  Date: 09/27/2022

  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.
  
   My question has not been answered. Business has repeated the same no answer response. I asked for a description of the security measures being taken during the 72 hour hold time on rewards. Why does this business refuse to answer the question? Because they are not being truthful. Unethical company and dishonest business practices. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 10/01/2022

  Hello,
  
  Thank you for following up.
  
  Fetch Rewards provides a free service that enables users to earn rewards for the purchases they already make.
  
  Our Terms of Service do not state that rewards will be delivered to the user account instantly. At the moment, the delivery time for all rewards is 72 hours. This is the time currently required to smoothly and securely process and deliver the reward to the user's account.
  
  Security of the users' accounts and their rewards have always been of the utmost importance to us. While we are not able to disclose the details of our internal processes, we can assure you that the 72-hour processing period helps us provide a safe redemption experience.
  
  We understand that the user is not satisfied with the processing time and have provided their feedback to the relevant team for review and consideration.
  
  If the user is willing to share any additional comments or have other suggestions on how we can improve their experience, they are always welcome to send them over to us at ********************************.
  
  Kind regards,
  The Fetch Rewards team

  Customer Answer

  Date: 10/10/2022

  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 here.]
  Fetch is an unethical company. Fetch is purposely putting up obstacles to redemption of certain rewards. This is being done to push consumers into taking rewards that are easier to redeem and more profitable for Fetch. Security of accounts has nothing to do with it. SHAME on Fetch for your unethical, dishonest business practices. 
  Regards,
  
  ***************************

  Business Response

  Date: 10/11/2022

  Hello,
  
  Thank you for your message.
  
  All reward redemptions take up to 72 hours to be processed due to the security measures we have in place. The only exception is entries for sweepstakes that we are able to issue immediately. 
  
  If the user has any additional feedback or questions, we invite them to email us at ********************************.
  
  Kind regards,
  
  The Fetch Rewards team

• Initial Complaint

  Date:09/19/2022

  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.

  Fetch decided to ban me and cancel my rewards that I had earned through legitimate means. There is about $80 in giftcards I am qualified for and had redeemed but they canceled it. I am simply looking to obtain the rewards I had earned.

  Business Response

  Date: 09/20/2022

  Hello!
  

  Thanks for reaching out to the Fetch Rewards team.

  After a manual review of the user's account, we have decided to reactivate the user's account. We will reach out to the user to let them know about the reactivation and to answer any additional questions they may have.
  

  Kind Regards,
  The Fetch Rewards Team

  Customer Answer

  Date: 09/20/2022

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