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:05/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fetch cancelled my rewards points, and declined to show proof or details.

  Business Response

  Date: 06/03/2025

  Hello! Thank you for reaching out to the Fetch Team.
  Fetch values the users feedback and is committed to addressing concerns fairly.
  Review of the account revealed canceled orders submitted for Fetch points. These submissions were found to be in violation of the Fetch Terms of Service, and as such, points earned from those receipts were removed.
  To maintain fairness across the platform, points for those violations have not been reissued.
  Users are encouraged to continue engaging with Fetch in accordance with the Terms of Service.
  ***************************************************
  For any additional questions or concerns, the support team can be reached at ************************************************************.
  Fetch appreciates the understanding and continued participation of its users.
  Regards,
  The Fetch Team

• Initial Complaint

  Date:05/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using Fetch for quite some time now. Over the past 3 weeks they have deducted ****** points from my account with little to no explanation. First time was ****** about 3 weeks ago and the other time was today for ******. I tried reaching out to them to figure why points were deducted from my account. I requested to know for which receipts "validated their terms of service" as these are very specific numbers and the reason why. The only responses I've gotten back is that after reviewing my account some receipts didn't follow their submission guidelines. They didn't tell me which receipts. They said to avoid issues in the future to keep in mind: receipts must reflect personal use and not work-related. Every single receipt I have submitted is for personal use. I have proof of me using my own accounts and payments. I would like to get my points back as they are deducting them for a non valid reason. I have proof of everything. They said the case is closed but never let me dispute it.

  Business Response

  Date: 05/27/2025

  Hello.
  
  Thank you for reaching out to the Fetch team! A detailed investigation has been carried out into the matter raised in the complaint. During our investigation, we have decided to reissue this user's points as a one time exception. We have since awarded these points back to the user. If the user has any other questions, please feel free to reach out to us at ************************************************************.
  
  Warm regards,
  The Fetch Team

• Initial Complaint

  Date:05/25/2025

  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.

  On May 22, 2025 I purchased 4 SunSip sodas from WholeFoods. I has the following offers from the Fetch rewards app...****** pts. for EACH ****** soda purchased from select retailers (Whole Foods). I had 3 of the 5 redemptions remaining for this offer which would = ***** pts for 3 of the 4 ******* purchased ****** pts. (double ***** pts for Fetchtopia) for every TWO SunSip sodas. 4 purchased SunSip Sodas would equal ****** pts owed When I scanned my receipt, the app counted 3 of the 4 SunSips as the wrong product (HealthAide Kombucha) resulting in the incorrect number of points owed. I received...-1,000 pts for each HealthAide Kombucha counted in the app totaling in ***** points. I did not purchase these ****** pts. for the one SunSip that was correctly counted.I tried to update my receipt multiple times with no luck. I reached out to support. They added on ***** points to the ***** points I originally received on bringing the total up to ***** pts out of the 1***** pts owed. I reached out to support again to let them know ***** points were still missing. They said responded with, "Every offer has a set number of uses. It appears you have reached the maximum number of redemptions for this offer (five), so we cannot award any more manual redemptions. However, the final two redemptions may still show as redeemable in your Fetch app." This is not correct and I still can see the remaining redemptions, they also didn't ackowledge the ****** pts owed from the "buy 2" offer.

  Business Response

  Date: 05/27/2025

  
  Hello.
  
  Thank you for reaching out to the Fetch team! A detailed investigation has been carried out into the matter raised in the complaint. During our investigation, we have decided to award the missing 7000 points to this user. We have since awarded these points back to the user. If the user has any other questions, please feel free to reach out to us at ************************************************************.
  
  Warm regards,
  The Fetch Team

  Customer Answer

  Date: 05/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** *******
  

• Initial Complaint

  Date:05/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business Name: Fetch Rewards Complaint Type: Billing/Collection Issue Complaint Details:Fetch Rewards removed a large number of points from my account, citing violations of their submission policy. They claimed I submitted:********* receipts printed on paper or screens 2.Cancelled/returned orders after submission These claims are false.I have never submitted non-compliant receipts, and never canceled any orders. The only cancellation was by ******, not me, and accounted for just ****** points.I provided a PDF with all proof of purchase, showing no cancellations or returns. Despite this, I received a generic response, and Fetch refused to properly review my account.Desired Outcome:Full review of my account Reinstatement of removed points Explanation of flagged transactions Fair, transparent handling going forward If unresolved, I will file complaints with the *** for false advertisement plus consumer harm and with California State Attorney General.Despite explaining this, Fetch Rewards has refused to properly review my account or offer any meaningful resolution. Instead, they continue to send generic and dismissive replies.I am seeking:A proper and transparent review of my account activity Full reinstatement of any points that were wrongfully removed Accountability for misleading and unhelpful customer service practices If ********************** fails to resolve this fairly, I will also be filing complaints with the *** and my State Attorney General.Desired Outcome:Reinstatement of wrongfully removed points and an accurate explanation of what actions were taken and why.

  Business Response

  Date: 05/27/2025

  Hello.
  
  Thank you for reaching out to the Fetch team! A detailed investigation has been carried out into the matter raised in the complaint. During our investigation, we have decided to reissue this user's points as a one time exception. We have since awarded these points back to the user. If the user has any other questions, please feel free to reach out to us at ************************************************************.
  
  Warm regards,
  The Fetch Team
  

• Initial Complaint

  Date:05/24/2025

  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.

  My ****** points (equivalent to $187) were all taken on May 24, unbelievable. I don't know why and how it happened. Fetch didn't provide any explanation but took all the points.

  Business Response

  Date: 06/03/2025

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

  Customer Answer

  Date: 06/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  Tian Shan
  

• Initial Complaint

  Date:05/23/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fetch is/was running a promotional time period called fetchtopia in this promo a ton of offers were double points. A lot of good offers, so I went ahead and bought many things to fulfill these offers. All from ******, *******, and **** club with linked accounts. All receipts processed correctly, besides **** club which never processed at all. Throughout the fetchtopia promo I received ****** points, and an additional ****** shouldve came from **** club if the receipt had ever processed or if I could ever get through to customer service. A total of ****** points. I opened my app tonight to see if **** club had finally processed only to see a notification that my 3 pending $50 target gift cards have been canceled and ****** points have been taken from my account. This is all with no explanation, only a message saying I broke rules. What rules did I break? I only took part in the fetchtopia offers, I didnt cancel any orders, I didnt return any products. I didnt even edit any receipts. I have screenshots of all my receipts and screenshots of all of the receipts as they processed on fetch and what they shouldve been worth. This is an equivalent of $272 American dollars. This is insane. I am so disheartened by this.

  Business Response

  Date: 05/27/2025

  Hello.
  
  Thank you for reaching out to the Fetch team! A detailed investigation has been carried out into the matter raised in the complaint. During our investigation, we have decided to reissue the ****** points to this user. We have since awarded these points back to the user. If the user has any other questions, please feel free to reach out to us at ************************************************************.
  
  Warm regards,
  The Fetch Team

  Customer Answer

  Date: 05/27/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *** ******
  

• Initial Complaint

  Date:05/23/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fetch rewards has section you play games and complete certain tasks and are awarded points. 3 times I have completed the required tasks and have not recieved the promised points within 24 hours as quoted in their app. States to submit missing points support for them to resolve the missing points but they don't disclose anywhere on app that they will only missing points caused by their app one time for each game. Its deceptive and illegal practices under the *** act and ill be reporting this to the consumer bureau also.

  Business Response

  Date: 05/27/2025

  Hello, thank you for contacting the Fetch Team.
  
  A thorough review has been carried out due to the concerns raised in your Better Business Bureau complaint.
  
  When taking a look, we can confirm that the one-time exception for the Domino Dreams game was awarded on 4/14/2025. The user was made aware in our initial response that this would be a one-time exception. We are unable to process multiple adjustments on one game, as this may impact our reporting.
  
  We encourage the user to explore your catalog of games and try something new! If they have any questions about this, we are more than happy to answer them at ************************************************************.
  
  Regards,
  The Fetch Team

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fetch offered ****** points if you purchased a ****** membership card. After purchasing it, they refused to place the points on my account. I repeatedly emailed the help center and requested the points to no avail. They continually promise points and dont put them in my account. When you provide proof of the purchase, they then change the requirements. Its a fraud!

  Business Response

  Date: 05/22/2025

  Hello and thank you for contacting the Fetch ************************ review has been carried out concerning the concerns you raised in your Better Business Bureau complaint. When taking a look, we can confirm that this user placed a ****** order using an email address that is not currently supported by Fetch. In order to receive the offer points, this user needs to scan in the eReceipt with an accepted email domain. You can review accepted email domains here: ****************************************************************************************************************
  Our Terms of Service states, "In order to participate in the Digital Receipt Program, you must link your email account(s) or your digital consumer account, such as your Amazon account, where you receive your receipts, to the Fetch App through the in-app process."
  If this user has any questions, we are available at ************************************************************.
  Regards,
  The Fetch Team

  Customer Answer

  Date: 05/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The offer never stated that it had to be completed through a certain email. Fetch does have offers that designate specific emails, but this was not one of them. I have previously included the requirements as well as the exclusions. 
  
  Regards,
  
  ***** ******

  Business Response

  Date: 06/03/2025

  Hello and thank you for reaching back out.
  We were more than happy to take another look. Upon investigation, we can confirm that our Terms of Service states "In order to participate in the Digital Receipt Program, you must link your email account(s) or your digital consumer account, such as your Amazon account, where you receive your receipts, to the Fetch App through the in-app process."
  Because the user did not place this order through an accepted email domain, we are unable to award these points. After careful consideration, we want to convey that the decision regarding the case is final.
  If this user has any questions, we are available at ************************************************************.
  Regards,
  The Fetch Team

• Initial Complaint

  Date:05/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal complaint against Fetch Rewards. I redeemed ****** points through their app for a $50 **** gift card, but I never received the card. Despite multiple attempts to resolve the issue through their support channels, I have not received the promised reward, nor have they returned my points.These points were earned by submitting legitimate receipts for purchases I made, spending a considerable amount of time and money. It is unacceptable that I followed all of Fetch's rules and yet was denied the reward and had my points taken away with no resolution.I am requesting that Fetch either (1) provide me with the $50 **** card I was promised or (2) return the ****** points to my account immediately. I believe this is a clear case of false advertising and unfair treatment.

  Business Response

  Date: 05/20/2025

  Hello and thank you for reaching back out to the Fetch Team. We love helping our user's save and were more than happy to take another look at this account.
  When taking a look, our Team discovered several instances of this user uploading counterfeit receipts in an attempt to gain points fraudulently. The points that this user obtained by violating our Terms of Service have been removed and will not be awarded back to the user.
  As this is only a deduction for the fraudulently submitted receipts at this time, the User is free to continue using ******************** according to the Terms of Service. Failure to comply with these terms may result in further point deductions or deactivation of the account.
  We suggest that this user review our Terms of Service, which was agreed upon when signing up for the app.
  (***************************************************)
  If this user has any questions, we are available at ************************************************************.
  Warm Regards,
  The Fetch Team

• Initial Complaint

  Date:05/18/2025

  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.

  I used the FETCH app to make a purchase that advertised 20 points for every dollar spent. I spent $499 before tax, which should have earned me ****** points. I first inquired when my points were not automatically added. They then manually added 1000 points. I contacted them and told them I had been given the wrong points. They asked for a copy of my order, which I gave them, expecting them to correct the points. Now they are telling me they cannot add the correct points because I already received the wrong 1000 points, and they can't be added manually, which is ridiculous, because they already manually added the incorrect amount of points. This is not the first time they didn't give the correct points, but usually they correct it. This time they didn't. It is false advertising, and I would like them to do the right thing and award me the correct 10, 000 points.

  Business Response

  Date: 05/20/2025

  Hello,
  Thank you for reaching out to the Fetch Team!
  Our Team reviewed this user's account and we have decided to award the missing points for this user as a one time exception.
  When reviewing this order, it appears the user purchased an ineligible item from ***** Club. Ineligible items are determined by the retailer, and not Fetch. This user can review these points by tapping on their Account tab and select Points activity to view their point history and past receipts. If this user has any other questions, we are always available at ************************************************************.
  Warm Regards,
  The Fetch Team

  Customer Answer

  Date: 05/20/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ******