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:04/21/2025

  Type:Delivery 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 recently did a ******* order on April ******* and Fetch had *****points for Starry soda you just had to spend $3 on that item so I had the option of redeeming the offer 2x so I did all at once, so the total points I was suppose to receive was ***** points. When I receive my ******* order and then put my points in on Fetch they didnt want to give me my points. I told them that the offer wasnt over until like April 20th or April 21st. They call they self trying to give me 100points but I told them thats a smack in the face because I was suppose to receive ***** points. I use that offer in a timely manner and I still didnt want to give me my points.

  Business Response

  Date: 04/22/2025

  Hello! Thank you for reaching out to the Fetch Team!
  
  Our team reviewed this user's account. We have confirmed that this user reached out to us regarding a purchase for ****** products. We have confirmed that offer ended before their receipt was submitted. Offers have limited availability, and although we try to keep them open within the specified timeframe, sometimes popular offers end earlier than expected due to high demand.
  
  If a clock icon is shown on an offer, that indicates that redemptions are running low. For more information about offer availability please visit this *********** article: ************************************************************************************************************************************************************************************************
  
  However, as a one-time exception, we have provided this user with ***** points for one redemption; the full ***** points are not eligible due to the end of the offer.
  
  We here, at Fetch, are committed to ensuring a positive experience for all our customers. While we believe we have acted appropriately, we recognize the importance of customer satisfaction. With the one-time exception for a single redemption from an offer that ended being awarded to the user, we have determined that our actions helped the user reach their desired settlement and we consider this user's issue resolved.
  
  If this user has additional questions, we can be reached at ************************************************************. 
  
  Warm regards,
  The Fetch Team
  
  

  Customer Answer

  Date: 04/23/2025

  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.
  
  No I shouldnt have to settle for 3000 points when it should be ***** points. I use that Starry Soda offer in a timely manner. That Starry offer been there for a while and its only when I used it that when yall took it down because yall didnt want me receiving ***** points from it. So no I do not accept your offer. 
  
  Regards,
  
  ******* *****

  Business Response

  Date: 04/24/2025

  Hello! Thank you for following up with the Fetch team.

  Our team reviewed this user's account further. We have confirmed that the offer in question ended before their receipt was submitted. We can verified that the offer was terminated on 04-18-2025 04:02 PM CT and this user submitted their receipt on ******************* PM, 20 minutes after the offer was Terminated.

  However, as we have already provided a one-time exception for ***** points for one redemption, and since the order was submitted after the offer was terminated, we would be unable to offer any further exceptions.

  If this user has additional questions, we can be reached at ************************************************************.

  Warm regards,
  The Fetch Team

  Customer Answer

  Date: 04/24/2025

  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 

  I submitted my order way before then because I did my online shopping at 1:56pm and my online ******* is connected to fetch so yall would know that.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:04/21/2025

  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 deducted ******* points from my account. I had redeemed for various giftcards and they camcelled them. I made legit purchases to get points. I would like my points back or the giftcards I redeemed for.

  Business Response

  Date: 04/22/2025

  Hello! Thank you for reaching out to the Fetch team!
  
  We reviewed this user's account and with our investigation, we found that this user was submitting online eReceipt orders for points, then canceling or returning these orders. This activity is not permitted under our Terms of Service, for use of our app. As such, points were deducted from this user's account for the activity in question. 
  
  Within our Terms of Service, which were agreed upon when the user signed up, 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 an account's Points, terminating the account, and taking any other legal or equitable action which may be available to us.
  
  We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 34 (***************************************************).
  
  Warm regards,
  The Fetch Team
  
  

• Initial Complaint

  Date:04/21/2025

  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 made Target purchases on 04/15/2025 and 04/16/2025 through Fetch shop. Upon clicking on "shop" I was directed to shop in the Target app and Fetch points will be awarded. There was nothing stated anywhere about ineligible items or exclusions. Target was shown to give 5 points per $1 spent. I also should have received points for specific items purchased including 2000 points if I spent $50 on ************ dog food as well as 10 points per $1. Purchase #1 was $87.29 which is 435 points + Purchase #2 was $39.32 which is 195 points + 2000 Blue Buffalo dog food points + 580 for Blue Buffalo 10points per $1 (food was *****) This should be a total of 3210 points. Fetch awarded me 100 points per purchase and another 250 points after I contacted customer service about the issue. Not even close to the 3210 points I should have been awarded. Their customer service responses were generic and offered no real explanation or resolve. They stated some items may be excluded, however, there is no way to see if and/or what items would be excluded. Had I made this purchase in-store, I would have uploaded the receipt and been awarded the appropriate points. I also made a purchase for ******'s non-dairy ice cream on 04/09 that should have earned 2000 points that I did not receive. When I looked back at the uploaded receipt, it inaccurately listed the icecream as "goodpop" therefore, not awarding the appropriate points. Fetch is purposely misleading users and denying reward points. They are also taking away points once uses try to redeem them for gift cards, which is theft. **************** does not offer to make the issue right

  Business Response

  Date: 04/22/2025

  Hello! Thank you for reaching out to the Fetch Team!
  
  Our team reviewed this user's account. We have confirmed that this user reached out to us regarding Target orders made through Fetch Shop. Target orders are eligible for Grocery items only, all other items are ineligible from earning points.
  
  We were able to credit this user's orders purchased through ******************** Shop for the Points per Dollar as a one-time exception. 
  
  As for this user's offer for purchased Blue Buffalo products, our team requires an eligible eReceipt to be scanned into a user's account to award credit for offers. As this offer was made online, this order(s) is/are subject to our eReceipt criteria. If this user used an accepted email address domain, they can connect their email and scan their inbox for eligible orders such as these Target orders. Our accepted email address domains can be found here: ****************************************************************************************************************
  
  If the user has already connected their email address, we recommend attempting these troubleshooting steps for Android devices to help this user earn credit for eligible orders. Troubleshooting steps can be found here: ************************************************************************************************************************
  
  If this user has further issues with their eReceipts, our team is willing to review their missing eReceipts with them further at ************************************************************. 
  
  Warm regards,
  The Fetch Team
  
  

• Initial Complaint

  Date:04/20/2025

  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 was collecting points from fetch from shopping online and from playing games on fetch when i reached over 130 000 points i used 109 000 to redeem two $50 gift cards in the fetch app one for lyft and the other one for **** after four days i was surprised to see that the two gift card that I requested got denied .I did nothing wrong .I did email them and they did nothing about it .fetch just scammed me out of my 109 000 points.this is unfair to me .that's why i m repoting them to you because they are using people and taking their points away ;companies are paying them for receipts and they are just keeping the money for themselves .it 's not fair for us as customers

  Business Response

  Date: 04/21/2025

  Hello! Thank you for reaching out to the Fetch team!
  
  We reviewed this user's account and with our investigation, we found that this user was submitting online eReceipt orders for points, then canceling or returning these orders. This activity is not permitted under our Terms of Service, for use of our app. As such, points were deducted from this user's account for the activity in question. 
  
  Within our Terms of Service, which were agreed upon when the user signed up, 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 an account's Points, terminating the account, and taking any other legal or equitable action which may be available to us.
  
  We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 34 (***************************************************).
  
  Warm regards,
  The Fetch Team
  
  

• Initial Complaint

  Date:04/19/2025

  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.

  The company offers you to scan your receipts via an app on play store to earn gift cards. Everytime I attempt to claim a gift card they say that I am violating the terms of use by using someone else's receipts. These points influence my decision when shopping in attempts to earn some of my money spent back. They have now taken over a total of ****** points from me and taken both $50 and $10 gift cards from me. I did research and there are several Reddit feeds where this is happening to anyone and everyone with no reason. They are lying in an attempt to not pay out to consumers what they are owed. Everytime I contact I received the same generic response refusing to honor their program.

  Business Response

  Date: 04/20/2025

  Hello! Thank you for reaching out to the Fetch team. 
  
  Our team reviewed this user's account. With our team's investigation we discovered that this user was submitting receipts that they, themselves, did not purchase. This activity is not permitted under our Terms of Service, with specific regard to Fraudulent Activity, section 34 (***************************************************). As such, points were deducted for the submitted receipts. 
  
  Additionally, our team already reinstated points in the past as a one-time. However, we discovered more submissions that violated our Terms of Service. With the additional discovery, more points were deducted for the affected submission(s), and this user will not be able to get the affected points back.  
  
  Within our Terms of Service, which were agreed upon when the user signed up, 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 an account's Points, terminating the account, and taking any other legal or equitable action which may be available to us.
  
  Warm regards,
  The Fetch team
  
  

• Initial Complaint

  Date:04/14/2025

  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've been using fetch rewards for quite some time now and I have not had any issues until today. I made a purchase at ******* to where the item I bought I would receive 4500 points . The offer was the last day that these points were available. The deodorant I purchased was shipped to me and I received it the very next day which is today. Fetch rewards did not credit me the 4500 points and customer service is no ******** the offer that started today the 11th is for ***** points . **************** tells me I can't even get the ***** points because my receipt says it was April 10th but yet they won't credit me the ***** points because I made the purchase on April the 10th and April the 10th was the last day for the ******************************************************************************************** on gift cards like I have this month.

  Business Response

  Date: 04/16/2025

  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 awarded the user the ***** points for the SheaMoisture Deodorant products at ****** or ******* offer. This user received and email from our team which is ticket number 13528193. 
  
  Should the user have any further questions, we are always available at ************************************************************.
  
  Best Regards,
  
  The Fetch Team

  Customer Answer

  Date: 04/16/2025

  [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:04/12/2025

  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.

  I have been using Fetch for some time and lately they have been deducting my points and robbing me of my points redemption when I redeem for agift card. I went shopping at ******* to buy my pets some food and since I use Fetch, I see that the pet food was on there For my cats and I purchased those items to redeem points. Also some hygienic products. On 03-26-25 I submitted a receipt immediately after my purchase at ******* for submitting this receipt I was awarded ****** fetch points for purchasing cat food, and some hygienic products and also some mosquito repellent that I always buy for my back patio. Another receipt I submitted was on 03-22-25 on this day again I purchased cat food and some mosquito repellent some grape jelly and a tide stain remover pen again after shopping I submitted my receipt and was awarded ****** points. On 04-02-25 again. I went shopping and bought some more cat food some dog food, some more mosquito repellent and some weed killer for my backyard. I submitted the receipt immediately after the shopping and I was awarded. ****** points now the receipt in questions are the ones that I went shopping on in April the one I went shopping on March the points were awarded and not deducted with the points that I went shopping for in April all have been for no good reason. I have reached out to support team of Fetch and they have been avoiding me three times. I have wrote them anemail and requested them to review my point deduction and I am completely being avoided. This is the third time that they have deducted my points and robbed me of my points that I went shopping and submitted the receiptswithin the users terms. The pictures are of the full receipt. There is no alterations. You could see the four receipt when I submitted it. Why am I being avoided why am my points being deducted after I submitted for a ********* gift card as mentioned this is happened three times i would like for fetch to review and be given my points back

  Business Response

  Date: 04/13/2025

  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 award the user ****** points back to their account as a one-time exception.

  We would like the user to note that within our Terms of Service, which was agreed upon when the user signed up, 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. Submitting the same receipt more than once, in any format, or uploading receipts already submitted by the user or others, is prohibited. Further violations may result in additional point deductions.We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 34 (***************************************************).

  Should the user have any further questions, we are always available at ************************************************************.

  Best Regards,

  The Fetch Team

  Customer Answer

  Date: 04/13/2025

  [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:04/09/2025

  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.

  So I belong to the fetch aop I spend my money and always get a receipt. Then scan them. I redeemed my points to get a gift card as promised and now they say card decline and ****** points removed because 1 or more receipts broke the rules !!! Come on there are ***** of complaints they do this all the time and say they dont need to give an explanation of what RULE. You broke. There scamming people its NOT FAIR

  Business Response

  Date: 04/10/2025

  Hello! Thank you for reaching out to the Fetch team!
  
  We reviewed this user's account and activity in question. With our findings we discovered that this user had an instance(s) in 2024 where this user purchased high yielding point receipts, and then returned the items in an attempt to obtain Fetch points. We also discovered that this user had multiple submissions of a single receipt(s) in an attempt to obtain Fetch points. These instances are violations of our Terms of Service. 
  
  We would like to highlight that this activity was from 2024 and does not reflect their recent activity on their account. As a one-time exception, we have credited ****** Fetch points back to this user's account. 
  
  If this user has other questions, our team can be reached at ************************************************************. 
  
  Warm regards,
  The Fetch Team
  
  

• Initial Complaint

  Date:04/08/2025

  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.

  Complaint Summary:Fetch Rewards removed points and denied redemption without transparency or proof.Complaint Description:I attempted to redeem a large number of points I had earned through the Fetch Rewards app. My redemption was denied, and a large number of points were removed without warning. When I contacted customer support, they responded vaguely, citing that some receipts did not follow submission guidelines, but they refused to specify which receipts, what the issues were, or how the deduction was calculated.I made multiple attempts to ask for:A list of the receipts in question The specific problem with each receipt The number of points removed per issue Each time, I received a generic copy-paste response referring me to the Terms of Service. After my latest reply requesting a proper breakdown, they simply stopped responding.I submitted receipts in good faith and deserve a fair review and clear communication. I am requesting that Fetch either restore the removed points or provide a specific, detailed justification and proof for the deductions made.Desired Resolution:Either provide full transparency and justification (receipt by receipt), or restore my removed points.

  Business Response

  Date: 04/10/2025

  Hello! Thank you for reaching out to the Fetch team!
  
  We reviewed this user's account and activity in question. With our findings we discovered that multiple receipts were submitted within a single snap. Activity such as this violates our Terms of Service, and ****** points were deducted from their account. However, as a one-time courtesy, we have credited this user their ****** points back to their account.
  
  Please note that each receipt must be submitted individually, and receipts should be in their original condition not folded, cut, pieced together, obscured, or altered in any way from how they were printed at the point of sale. 
  
  If this user has other questions, our team can be reached at ************************************************************. 
  
  Warm regards,
  The Fetch Team
  
  

  Customer Answer

  Date: 04/10/2025

  [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:04/05/2025

  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 use the Fetch app to redeem points for gift cards. I am going on vacation so I specifically bought expensive items recently to get more points so I could redeem a gift card sooner. After buying the products and scanning the receipts, they said accepted and points were added to my account. After I had over ****** points I was eligible to redeem for $50 Dunkin gift card. I redeemed it and it said processing. After a few days I went to check if it went through and it said Declined because I did not have enough points. I looked back in my point history and After I redeemed the points, ****** were inexplicably removed from my account because they said the receipts did not meet standards. They did meet all the standards and were initially accepted with points added to my account. I have done this a long time and have redeemed gift cards in the past. When I contacted them they just said my receipts were not personally mine, which how do you prove that, and they said they were business's receipts and I don't own a business. It is a scam because I only bought the expensive products as Fetch was advertising more points for those. I would like the ****** points added back to my account so I can redeem my gift card after spending more money to appease Fetch to begin with

  Business Response

  Date: 04/06/2025

  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 award the user ****** points back to their account as a one-time exception.
  
  We would like the user to note that within our Terms of Service, which was agreed upon when the user signed up, 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. Submitting the same receipt more than once, in any format, or uploading receipts already submitted by the user or others, is prohibited. Further violations may result in additional point deductions.
  
  We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 34 (***************************************************).
  
  Should the user have any further questions, we are always available at ************************************************************.
  
  Best Regards,
  
  The Fetch Team