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:08/27/2022

  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 have ****** points and have been banned. This is unfair since ive always been a great customer. I heard that this happens all the time with other people and they are out raged. Please fix this problem that i have. All that hard work to waste. I am outraged since i spent so many time on fetch rewards to just buy a $50 **** card for nothing. I didnt even get the reward. All i got was a sorry this active is not active Fix this problem fetch awards!!!

  Business Response

  Date: 08/29/2022

  Hello,
  
  Thank you for giving the Fetch Rewards team the opportunity to look into this!
  
  We reviewed the user's account and, unfortunately, can confirm that we discovered some fake receipt submissions. Snapping fake receipts goes against our Terms of Service agreed to upon creating an account.
  
  We love providing our users with the best savings, but we are not able to do so if our rules are not being followed.
  
  Please contact us via ******************************** with any questions.
  
  Kind regards,
  
  The Fetch Rewards Team

• Initial Complaint

  Date:08/26/2022

  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.

  Fetch rewards suspended my account. U have been redeeming multiple receipts every day and I got accused of faking them. I didnt receive an explanation for that, and I would like to get my account and my points in any way, please.

  Business Response

  Date: 08/29/2022

  Hello,
  
  Thank you for getting in touch with Fetch Rewards.
  
  Our company wants to provide every user with a delightful experience, and we are more than happy to take a look at this account.
  
  After a close review, we are able to confirm that fake receipts were indeed discovered on this account. Submitting fake receipts is a violation of our Terms of Service, and unfortunately, we are not able to continue providing our services to this user.
  
  Do not hesitate to contact us via ******************************** if you have any questions.
  
  Kind regards,
  
  The Fetch Rewards Team
  

• Initial Complaint

  Date:08/25/2022

  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 account was unfairly banned because of fake receipts. I have never used a fake receipt. All the receipts I take photos of now are EMAILED to me by the company. Not only was I unfairly banned, but I was banned on my FIRST warning as well. Most companies with accounts give you 2 or 3 warning before a suspension or deactivation. However, Fetch Rewards doesnt even give you a clear warning, and then proceeds to ban you without letting you know what you did. I was also deactivated AFTER waiting 2 1/2 days for my reward. Not even enough courtesy to warn you in advance and give you a few more warnings. I want to know steps I could take in getting my account back. This has happened to friends of mine as well, using the same method as me. If theres anything I can do to get my account back, please let me know at ********************** If my account is not given back, I am requesting that I am at least sent my intended reward since I did earn my points FAIRLY.

  Business Response

  Date: 08/29/2022

  Hello,
  
  Thank you for reaching out to the Fetch Rewards team!
  
  We were happy to investigate this situation. After reviewing it, we can confirm that fake receipts were found on the user's account. Per our Terms of Service, we don't allow submissions that are not the original prints from the register snapped through our app or online orders submitted through the eReceipt feature. 
  
  Due to the violations, the account will remain inactive. 
  
  Please let us know if you have any questions by contacting ********************************.
  
  Thank you,
  
  The Fetch Rewards Team
  

• Initial Complaint

  Date:08/25/2022

  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.

  I won a $10 **** gift card and as i went to go use it, it said valide number. So I call customer service and I was told some bogus story that I typed in the wrong 3 number security code, which i knew i did not. then all the sudden they declined my **** gift card.

  Business Response

  Date: 08/25/2022

  Thank you for reaching out to the Fetch Rewards team. We are committed to delivering the best experience to the members of the Fetch Family and were happy to look into this issue. When taking a look at this user's account, it appears that this reward is available and ready for use! However, it sounds like this user is having trouble with the security code attached to this reward. For this, we recommend reaching out to MyDigitalWallet for further assistance. Their Support Team can be reached through the "Contact Us" link on  www.prepaiddigitalsolutions.com  or by phone at ************.If this user should have any other questions, we are always available at support(at)fetchrewards.com. Kind regards,
  The Fetch Rewards team

• Initial Complaint

  Date:08/23/2022

  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.

  On 03/13/22 Fetch Rewards sent me a $ 50 Kohls egift card over my email ( email was ************************ ). I printed this egift card in April of 2022. I took it to Kohls to use it a few weeks ago. ***** advised the gift card was no good, and there was no money on it. They advised I reach out to the company I got it from. Fetch Rewards has given me excuse after excuse why the gift card had a zero balance. Then they would quit communicating all together. Finally yesterday ( 8/22/22 ) they advised a third party company issues them and they have no way to track my 50 dollars or find out what happened to it. Then they ended up saying I'm responsible for my own account security ? I have no idea what that means but I can assure you every account I have ever had is secure. Never had another problem with egift cards from any other company. After looking online, I see this is a pattern with Fetch egift cards. Many other people have gotten them with a zero balance. Why don't they contact the company that issues them and find out why this is happening over and over with customers ? I need my *********************** 50 dollars. I scanned receipts for 2 years to earn this. So Fetch has basically kept every bit of money they got from all my receipt scanning and gave me absolutely nothing in return, but a headache. And in the end, they are blaming me !

  Business Response

  Date: 08/24/2022

  Hello,
  
  Thank you for bringing this to our attention! We were happy to look into this.
  
  Our team can confirm that on 08/13/22, a $50 gift card that included a barcode, a 16-digit card number, and a PIN was delivered to the user's ********************** account. We can also see there were no unauthorized logins to the user's account.
  
  Please note that we do not possess or have access to any information regarding when the gift card was used. Our team can only confirm that the gift card was successfully and without any errors issued to the user's account.
  
  We understand that this does not resolve the user's issue and recommend reaching out to the retailer's customer service for transaction information.
  
  Our specialists are happy to answer any questions at ********************************.
  
  Kind regards,
  The Fetch Rewards Team

• Initial Complaint

  Date:08/18/2022

  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.

  The app will not retrieve receipts from my amazon account like it is suppose to. I've attempted to contact customer service. It seems like they don't even read the messages that are sent to them and just produce automated responses. The wired thing is that I don't get the error right away. It goes though the entire process and then gives the error at the end. It's like the app is gathering all of my transaction but then tricks the customer at the end that there was an error simply so they don't have to reward any points. The way customer service has responded and not answering simple questions is starting to make this feel the like company is running some sort of scam to get personal information from users.

  Business Response

  Date: 08/19/2022

  Hello!

  Thanks for contacting the Fetch Rewards team. After looking into this, we have found that the user has already contacted our support team and is being assisted. If the user has any other questions, please have them respond to ticket #*******.

  Kind Regards, The Fetch Rewards Team

  Customer Answer

  Date: 08/19/2022

  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.
  
  As stated in my original message, I did contact customer service. The customer service there has been less than helpful. I have taken every step on the website to fix the issue. I have tried to have customer service help resolve the problem but I don't get any useful responses. They are all generic responses that seem computer generated with no thought put into it on how to resolve the problem. It seems like app goes through everything and then somehow errors out in the end. These seems like it happens after the app gathers all the information it wants. It really seems like the error is just so they don't have to give rewards but still take the benefits they want. I don't know why this is not working for me. It was working about a week ago with no issue. It seems like they are scamming people out of their data or they are simply discriminating against me because I will complain when something is wrong. Either way, it seems very unethical and I don't understand why a company would not want to respond. 

  Their respond to this complaint means nothing because the customer service team for the app is nothing. If the BBB and the company are just going to close this ticket without resolving the problem, I will look into reporting this to the states attorney general, the department of commerce, the *** and any other agency that it takes to have this practice investigated. 

  Thanks for understanding. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/23/2022

  Hello,
  
  Thank you for sending us this follow-up.
  
  First of all, Fetch always strives to deliver only the best experience, and we apologize for the issue the user encountered while using our eReceipt feature. Please know that our team takes the issue that has been reported to us seriously, and we are actively working to make sure that it doesn't arise again. 
  
  Secondly, while we were looking at the user's account, we noticed that a few Amazon orders have been recently scanned into the app and successfully processed. We hope the issue with Amazon eReceipts has been resolved; however, if some of the user's orders have not been picked up by our eReceipt feature, we invite them to email us screenshots of their full orders so that we could manually process them.
  
  Don't hesitate to contact ******************************** with any questions.
  
  Thank you,
  The Fetch Rewards team
  
  

  Customer Answer

  Date: 08/25/2022

  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.
  
  Why did it just start working again? What was the issue. The company admitted to they didn't do anything to resolve the problem. That means this is still a problem that is unresolved. That's based on the words of the company. Not mine.

  This is the second time this issue has happened. Both times I have contacted the company. They have taken no actions to figure out the root cause of the issue or to try and resolve the issue so it doesn't happen again. That just means there will likely be more complaints about this in the future. I will not contact the company next time. I will go straight to filing complaints as the customer service staff has shown they don't want to help customers. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 08/29/2022

  Hello,
  
  We appreciate the follow-up.
  
  It appears that the user's issue has been resolved since the Amazon orders have been successfully pulled into their account. We sincerely apologize for the temporary issue and would like to assure the user that we continue perfecting our eReceipt feature and working to make sure no issues occur in the future. 
  
  If any of the user's online orders have not been awarded points, we once again invite them to email us via ******************************** screenshots of their full orders. We will be happy to process them manually.
  
  Kind regards,
  The Fetch Rewards team

  Customer Answer

  Date: 08/31/2022

  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.
  
  As I explained. This is the SECOND time this issue has happened. Both times I contacted their customer support and they did not resolve the issue. It seems their system takes the order information but does not reward points. How many other customer does this company appear to take advantage of by getting the data but not awarding points as promised. This is the same answer as the first one. They company didn't resolve the problem or they would have said they did and how they did it. Do they just do this to random users in hopes they don't get caught getting the data without having to reward the customers. It appears to me that this company is trying to take advantage of customers and if BBB is not going to hold them accountable (which they probably won't because they always side with corporation. Wonders where BBB gets their funding?!?). BBB will just close this compliant with out holding the corporation accountable because that is what they typically do. The BBB doesn't really care about the customer and the customers data. They care about closing cases no matter the cause. Who care about the customers as long as they can get a case count completed. Who cares if the company doesn't even address the issue. It really seems like the BBB doesn't even read these responses and that is how I can tell the BBB doesn't really care about the customers. 

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

  Business Response

  Date: 09/01/2022

  Hi there! 
  
  

  Hi there!

  We appreciate your follow-up! 

  Our eReceipt feature is still in beta, as such some issues can be expected. However, we're constantly working to improve this feature! 
  
  Whenever our user's eReceipts are not scanned into our user's accounts; we welcome our user's to contact our support team for troubleshooting and credit for these missed orders that meet our eReceipt criteria.
  
  We were able to confirm that this user was in contact with our support team regarding missed eReceipts. In regards to this ticket, '#*******', our agents have yet to receive a response from this user with the requested information. 
  
  We love to award credit where credit is due, we hope to hear back soon from this user within their support ticket of '*******'. This way we can award points for their orders that meet our eReceipt criteria.
  
  If the user can not locate their support ticket, we recommend reviewing their email inbox for communications from our support team. Otherwise, they can still reach us at ********************************. 
  
  Warm Regards, The Fetch Rewards Team
  

  
  

• Initial Complaint

  Date:08/17/2022

  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.

  Hi I Am a fechrewards user I am making this complaint because I have emailed the team but did not get any response. I have been using this app for a while but it was very confusing at first but I started to understand how to use the app with the help of *** on Instagram. My account be deactivated and I do not know why but I know that other people had my account and have been using recite without my consent . I really do find this app very helpful but I dont find it right how you can just banned me but not telling me the reason why. I was asking if you can help me to try and reactivate my account because I cant even make a new one. Thank you

  Business Response

  Date: 08/18/2022

  Hello,
  
  Thank you for contacting the Fetch Rewards team regarding this account!
  
  We were happy to review it. Unfortunately, we can confirm that there were fake receipts submitted by this account. Per our Terms of Service, 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
  
  Our app was created for shoppers who would like to be rewarded for the purchases they make. We love helping our amazing users save on the things they buy and strive to provide the maximum amount of points to them; however, we not able to offer our services to the accounts who went against our rules.
  
  If you have any questions, we are always happy to answer them at ********************************.
  
  Thank you,
  
  The Fetch Rewards team

• Initial Complaint

  Date:08/16/2022

  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 was out walking my dog yesterday. I had my cell phone in my pocket. I took the phone out to text a friend and immediately noticed an alert from fetch that I had entered their august sweepstakes and given them ***** earned points for my entries. I finished my walk with my dog and immediately contacted Fetch support staff thru the app. They refused to help me. They said sweepstakes entries can't be undone regardless of circumstances. In the past Fetch has awarded "courtesy" points to customers due to a variety of issues about missing points. They may or may not have the ability to undo a contest entry but they absolutely have the ability to restore my missing ***** points. They have chosen not to. I am a long time customer/app user and use their app daily. I have recommended it to many ***************** The fetch team refuses to work with me or restore my points. They have messaged me back and blamed me for it. They simply don't care that I did not willingly enter the sweepstakes nor did another person have access to my phone. They design these sweepstakes to be entered with only 1 or 2 light touches of button whereas to redeem your points for gift cards, u have to go thru multiple steps and have 2-3 days to cancel your actions before the gift card is issued. They need to make safeguards for the sweepstakes entry. it shouldn't be that easy to enter. It literally is only 1 or 2 touches of a button on a screen. It's far too easy to "pocket dial" a contest/sweepstakes entry and lose thousands of points in an instant. I spent weeks earning that ***** points. And u absolutely cannot undo it once it is done. Even seconds after it happened I had no way to undo it. I did the right thing and immediately contacted Fetch rewards support team. Nobody would help me. This is not fair. I request restoration of my missing 5K points and an apology from Fetch Rewards. I don't care if the sweepstakes entry is voided or not.

  Business Response

  Date: 08/17/2022

  Hello and thank you for reaching out to the Fetch Rewards team. We were more than happy to take a look at this users account. When taking a closer look, we can confirm that two entries into our **** Sweepstakes were redeemed on 08/15. When entering this sweepstakes, a user must open the app, tap on the ******************** tab, select ***** Giveaway" from the list of rewards, then choose the number of entries they would like to redeem, and click on the "Claim" button. This process can be done by the account holder or by someone who has access to the user's account. Our team took a look at this and we can confirm that there were no logins from unauthorized devices. Per Clause 8 of our Terms of Service, "All Redemption Items are non-refundable, and may not be returned or cancelled unless specifically offered to cancel in-app. We are not responsible or liable for any loss or delay of any Redemption Item once you have redeemed your Points." If this user should have any further questions, we are always available at support(at)fetchrewards.com. Warm Regards, The Fetch Rewards team

• Initial Complaint

  Date:08/15/2022

  Type:Order 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 company claims to award points on products that you need to purchase. They will not award you nearly as many points as they claim to do. When *** went to reach out, customer support deletes my tickets and has failed to respond to me.

  Business Response

  Date: 08/16/2022

  Greetings! Thank you for reaching out to the Fetch Rewards team. We were more than happy to take a look at this receipt processing issue! While we were reviewing the account, it appears that this user has already reached out to our support team and was able to get these receipts corrected. If any other offers were missed, or if this user should run into this issue again, we are always available at support(at)fetchrewards.com. Kind Regards, The Fetch Rewards team

• Initial Complaint

  Date:08/14/2022

  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.

  My fetch rewards account has been banned. I have not scanned any fake receipts but every time i email customer service, I get the same automated reply saying that fake receipts from TikTok were scanned and I am permanently banned with no exceptions. I had over 100 points and I am no longer allowed to redeem them. I would like to redeem my points because I did not go against any term and conditions. I attached a receipt that I used before and it got me banned . I am very confused

  Business Response

  Date: 08/16/2022

  Hello,Thank you for letting the Fetch Rewards team look into this!We reviewed the user's account and can confirm that the account submitted fake receipts. Per our Terms of Service, 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, and submitting fake receipts is not allowed on our platform.Due to the clear violations of our Terms of Service, we are not able to reactivate the account.If you have any questions, please contact us at ************************************* regards,The Fetch Rewards team