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:04/03/2025

  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.

  Hello I had a Fetch offer to earn ***** points when I spend $3 on Bubly water. I did purchase 3 of these for a total of $3 On Sunday 3/30/25 from a price chopper store.However When I submitted the store receipt the points never added to my account. When I look at the offer I don't see anything about a limited time or limited amount to this offer. Per the offer the offer was good to submit by April 7 2025. I did submit this on 4/2/25 but the points didn't come through. Again as stated nothing of the offer indicated anything about a limited amount of the offers and you had to submit before 4/7/25. When I contacted Fetch about the issue on 4/2/25 they Didn't go anything to try to help but offer me 100 points and not the ***** points that I followed all of the steps to get the points.This seems like a total bait and switch to me. Offer a customer ***** points as long as you submit by a certain date but than they just delete the date after you spent money on the item and won't reward the points. Sounds like they are in bed with the seller of the item to get people to buy the item then pull the offer and not reward the customer who followed all of the steps to get the points. Please can you help me get the points as they are trying to rip me off. Can you Please add the ***** points to my account as I did follow what I was supposed to do to get the offer.I've attached a copy of the Store receipt I've attached a copy off the Fetch offer for this I've attached a copy of the photo of the *** codes from the back of the drinks.

  Business Response

  Date: 04/04/2025

  Thanks for contacting the Fetch Team!
  
  A detailed investigation has been carried out into the matter raised in the complaint. After further review, we can confirm the user submitted their receipt after the offer expired.
  
  As a one-time exception, we have awarded ***** points to the user's account. Due to high demand and limited availability, offers may end before the date listed on it.  Please note that in the future, once an offer ends we are unable to award points.
  
  Should the user have any further questions, they can always reach out to us at ********************************** for assistance.
  
  Kind Regards,
  The Fetch Team

  Customer Answer

  Date: 04/04/2025

  [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. 

   

  thanks
  
  Regards,
  
  ***** ********
  

• Initial Complaint

  Date:04/01/2025

  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 years and it has always been a little sketchy. More specifically the fetch shop feature. I planced two orders from ******* ( both qualifying for 5x points per $) and fetch has refused to award me and said they were excluded items attached you will see the item I purchased. It falls under electronics /audio and that category was included in the 5x points

  Business Response

  Date: 04/02/2025

  Hello and thank you for reaching out to the Fetch Team. The concerns raised in the Better Business Bureau complaint have been subject to a thorough investigation.
  When taking a look, it appears that this user purchased an item that is excluded from earning Fetch Shop points. This exclusion can also be seen listed by tapping 'View excluded items'.
  Each retailer sets their own conditions and exceptions, and while we do our best to provide as much detail as we can relating to these non-qualifying items, ******* has a list of select SKUs that we cannot access.
  That being said, we are awarding this user the 2580 points as a one time exception. Moving forward, we recommend that this user confirms that they have started their purchase through Fetch Shop, checked what items aren't eligible, and be sure not to navigate away from the retailer's site before completing the purchase.
  If this user has any questions, we are available at ************************************************************.
  Warm Regards,
  The Fetch Team

  Customer Answer

  Date: 04/02/2025

  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.
  
  I looked at the exclusion list - I looked for the sku of the item I purchased& it was not on the exclusion list. This exact thing had happened before with fetch shop and its fraud 
  
  Regards,
  
  Bri Rychalsky

• Initial Complaint

  Date:03/30/2025

  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 started to use this app like a month ago and honestly I dont see the advantage in it.The app said that for every $1 dollar spend on stores like ******* I would get 5 points and for Temu for every $1 dollar I would get 100 ********* doesnt work that way. I have submitted more than $400 at ******* which many of it is in ******* great value products and yet I only get 25 points per ticket.With Temu I cannot even upload my receipts as they are on the app and there isnt a way to submit them, at least not the previous purchases I did within 15 days.For some reason I cannot upload my latest receipts either! Which brings more frustration! I dont know whats the point of scanning every single receipt if they are not processing them correctly. Also why cant you just electronically submit other receipts? Like from *********, ***********, when you buy through the app thats the option but again I cannot submit those.I attempted to contact customer service but that was not helpful at all. It would be nice to have some clear clarification about these issues please.Thanks

  Business Response

  Date: 03/31/2025

  Hello.
  
  Thank you for contacting the Fetch Team. We sincerely apologize for any confusion or frustration you have encountered.
  Fetch Shop is a feature within the Fetch app that allows users to earn points by initiating their shopping journey through the app and purchasing from popular online retailers. After looking into this user's account, we can confirm that there have not been any qualifying Fetch Shop orders made. To participate, this user must navigate to the ******************** Shop tab, select an eligible retailer, and complete a qualifying purchase. Points are awarded based on the purchase amount and retailer-specific offers, though processing times may vary.
  We encourage this user to review the ******************** app for details on qualifying purchases, participating retailers, and any exclusions that may apply.
  Additionally, while some digital receipts can be processed electronically, not all retailers currently support this method. Our team has reached out to this user via support ticket number ********? to provide an overview of the Fetch Shop feature as well as troubleshooting steps.Should the user have any further questions, they can always reach out to us at ********************************** for assistance.
  
  Kind Regards,
  The Fetch Team

• Initial Complaint

  Date:03/29/2025

  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 scanned my receipt to receive coins for gift cards on this app. I have had many issues with them. They state after the fact that the reason they can't give me the credits that I deserve that the item that was on my receipt that qualified for those credits had timed out. Which makes no sense because that wasn't the case. The company has given me this excuse more times than I can count. Its getting frustrating. Don't promise customers that its consumer friendly and that all you have to do is scan your receipt and follow the recommendations and you will receive credits for giftcards. If this was the case I wouldn't be contacting the BBB.

  Business Response

  Date: 03/30/2025

  Thanks for contacting the Fetch Team! 
  
  A detailed investigation has been carried out into the matter raised in the complaint. After further review, we can confirm the user submitted their receipt after the offer expired. 
  
  As a one-time exception, we have awarded ***** points to the user's account. Due to high demand and limited availability, offers may end before the date listed on it.  Please note that in the future, once an offer ends we are unable to award points.
  
  Should the user have any further questions, they can always reach out to us at ********************************** for assistance.
  
  Kind Regards,

  The Fetch Team

  Customer Answer

  Date: 03/30/2025

  [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:03/27/2025

  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 as a way to earn additional speding money. I am the sole provider for my home and my parents home. So there is alot of shopping done. Without warning or providing any information they dedcut my points and deny my earned gift cards, after doing some research seems like they do this alot.

  Business Response

  Date: 03/28/2025

  Hello and 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, it was confirmed that this user had instance(s) where they were submitting online orders and then cancelling the orders to obtain Fetch points fraudulently.  Submitting online orders and then canceling them is a direct violation of our Terms of Service. The fraudulently earned points have been deducted from this user's account.
  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:03/25/2025

  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.

  The Fetch Rewards app deducted $50 of points from my account without just cause. Additionally they have refused to delete my account and data even when following their procedures to do so.I want my points refunded and my account information to be deleted.

  Business Response

  Date: 03/26/2025

  Thanks for taking the time to reach out to the Fetch team!

  A comprehensive review has been carried out concerning the concerns raised in your Better Business Bureau complaint. After further review, we discovered that this user was submitting receipts that they, themselves, did not purchase. Be advised that in accordance with applicable state privacy law, Fetch Rewards is permitted to retain account information in order to detect security incidents, protect against malicious, deceptive, or illegal activity, or prosecute those responsible for such activities.

  After careful consideration, our team has concluded that the decision regarding the user's deletion request, will not be fulfilled at this time due to past violations of our Terms of Service, with specific regard to Fraudulent Activity, section 34 (***************************************************).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.

  Kind Regards,
  The Fetch team

  Customer Answer

  Date: 03/26/2025

  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.
  
  As I stated in communication to the business these were purchases I made and submitted photos if tbe fully stocked bars I keep in my home.  I hosted a Suoer Bowl party, a subsequent Wedding party, and recently a St ********* Day event.  I often host several events often each month at my home and provide liquid to my guests, the liquid store is around the corner from my home.

  Fetch also accepted the receipts as valid at the time of submission, and only deducted points when high value cash ins were attempted.

   

  a review of various online complaints, reddit forums, etc show that I am not the only customer this happens to.  ******************** regularly appears to make wildly unfounded accusations and removes points from users in an effort to prevent redemption of high value gift cards without and proper documentation or explanation given aside from vague unfounded wording.

   
  Regards,
  
  ***** **********

  Business Response

  Date: 03/26/2025

  Hello and thank you for reaching out to the Fetch Team.
  Upon investigation, we can confirm that this user was submitting receipts of purchases not made by them personally, which is a direct violation of our Terms of Service. Any points gained fraudulently have been deducted from this account.
  This user did not comply with our Terms of Service, therefore we are unable to delete their account. Be advised that in accordance with applicable state privacy law, Fetch Rewards is permitted to retain account information in order to detect security incidents, protect against malicious, deceptive, or illegal activity, or prosecute those responsible for such activities. We understand that this may not be the outcome hoped for, but we appreciate the understanding of our position. Having taken the time to carefully assess the case, we would like to inform the user that the decision reached is final.
  Warm Regards,
  The Fetch Team

• Initial Complaint

  Date:03/23/2025

  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.

  On Thursday 3/20/25 In my Fetch Rewards Account.I noticed an offer for spending $3.00 on Starry soda and you could earn 3000 Points for purchasing from 3/11 to 3/24/25 Yesterday on 3/22/25 when I submitted the receipt the offer was no longer in my account and the ***** point didn't post to my account. Are you able to please credit me these ***** points? I only bought this item thinking I would be getting the 3000 points for making this purchase I didn't realize that the offer would be gone before the 3/24/25 date. When I reached out to Fetch Rewards for help the told me how the offer can end before the 3/25/25 date on the offer. I don't think this is fair that they can just end the offer whenever they want despite the offer stating it went to 3/24/25. I feel this in unfair advertising leading me to buying an item to get ***** POINTS now I'm stuck with an item that I bought with no rewards points. I did ask if they could add as a one time Courtesy but they refused to help me.Please can you help me I did attach a copy of the offer and the store receipt

  Business Response

  Date: 03/24/2025

  Hello and thank you for reaching out to the Fetch Team!
  The concerns raised in the Better Business Bureau complaint have been subject to a thorough investigation. We are so sorry to hear about the trouble with this terminated offer. We have followed up with this user in their Support Ticket #********.
  If this user has any questions, we are available at ************************************************************
  Warm Regards,
  The Fetch Team

• Initial Complaint

  Date:03/15/2025

  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 told them that the game didnt track my game progress and they only give me ***** when I deserve more then that and they keep saying they cant do that I told them in my first email how much points they should give me they should give me my full ****** points

  Business Response

  Date: 03/17/2025

  Hello! Thank you for reaching out to the Fetch Team.
  A detailed investigation has been carried out into the matter raised in the complaint. After reviewing the user's account it was concluded that the user was obtaining points for ******************** Play in a way that is against our Terms of Service. If the user would like to earn any additional points, they need to be earned organically through using the Play feature as intended. This behaviour resulted in points not being awarded to the user's account, as this activity is not permitted under our Terms of Service.
  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:03/12/2025

  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.

  On 2/17/25, I attempted to redeem a Fetch Rewards offer, promising to award ****** Fetch points for a first time order from UberEats. The instructions given were that I must click the order here button below prior to ordering and that points will be awarded no later than two weeks after first completed order.Exactly as stated, I tapped order here below the offer. A pop up notification said points-earning was now activated. It led me straight to the App Store where I downloaded UberEats, made an account, and placed an order.After 14 business days without the points being awarded, I contact Fetch support, they said I didnt use the link correctly. I was awarded half of the promised points (******) as a one-time exception and warned that next time I should be sure to use the offer link correctly.I countered that I did exactly what Fetch said I shouldve done, provided proof of the order, and pressed for further clarification, I was told the link expired because I navigated away from UberEats [to get the address of the hotel I was having it sent to] before placing the order.Nowhere in the offer terms and conditions, blatant under the offer or within the long terms policy document with effective date 10/17/24, does it specify that I cannot do that. I kindly requested the support specialist to direct me to where in the terms and conditions that caveat is forewarned, and they were unable to do so.I point out to them that its not fair for there to be no warning or notice given to consumers about this hidden condition needing to be met. I was thanked for the suggestion for making Fetch more user-friendly but am still being denied the rest of my points and told theres no further solution available at this time, which is what Im hoping this complaint will change.The point of terms and conditions is for things like this to be disclosed to consumers. Being denied a reward over a rule they kept a secret is shady, unfair business practice.

  Business Response

  Date: 03/17/2025

  Hello and thank you for reaching out to the Fetch Team. A comprehensive review has been carried out concerning the concerns raised in your Better Business Bureau complaint.
  While reviewing this offer, we can confirm that this user did not receive the offer points because the user navigated away from the ******************** app, which caused the link to expire. In order for this offer to work, the user must not leave the ******************** app during this process.
  Our Team has provided a one-time exception of ****** points. No additional points will be provided to the user at this time.
  If this user has any questions, they can reach out to us at ************************************************************.
  Regards,
  The Fetch Team

  Customer Answer

  Date: 03/17/2025

  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.
  
  I never disputed that I navigated away from the Fetch app. My complaint is rooted in the fact that this rule was not disclosed to me and is not included in the Fetch terms of service with effective date of 10/17/24. There is no language, blatant or discreet, anywhere on the Fetch platform establishing that rule, and it is not reasonable enough for it to be assumed as a given. Dont retroactively impose a rule that you didnt state to begin with in order to backtrack on your own notification to me that I am currently earning points by completing the order. Its misleading and dishonest, and I am still requesting the remaining ****** points or the opportunity to place another order to receive the full initially promised points. 
  
  Regards,
  
  ***** *****

  Business Response

  Date: 03/21/2025

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

  Our team reviewed this user's account further. With our comprehensive review with **** Eats, we have confirmed that the user's link did not expire and we apologize for the confusion associated with this offer.

  Additionally, in accordance the information provided to us by **** Eats; we have verified that this user is an existing **** Eats user and would not qualify for this offer. This offer specifically states "Offer only redeemable if you have not previously placed an order on **** Eats" in order to qualify. Due to this, we would be unable to award the points for this offer to your account.

  This is the information **** Eats has provided us and is the information we use when awarding points for this offer. As ********* has confirmed that this user has had a previous account and/or delivery associated with their device, this user would not be ineligible for this offer. As such, points were not awarded to the user.

  Warm regards,
  The ******************** Team

• Initial Complaint

  Date:03/06/2025

  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 completed an offer in which I would earn ***** points by purchasing ************ Tastefuls cat food through *********. These points have not been awarded and I have made several attempts to have this corrected. Makenzie, Senior Support Specialist, has not been helpful and I feel shes stalling and not assisting me. I have requested for this to be escalated to a supervisor only to have no response. I have provided screenshots various times to prove I completed the offer. However, I have been given unnecessary responses and information from Makenzie. I have attempted to let Fetch know the original receipt , in which I was given other points, is unable to be viewed at this time due to a glitch in Fetchs app. All other receipts can be viewed. I have relayed this information to support but still have reached no resolution. I have requested to know what else is needed to have these points given that I have legitimately earned, however, despite repeated attempts Fetch has failed to assist me in this issue.

  Business Response

  Date: 03/06/2025

  Thanks for reaching out to the Fetch Team!

  After further investigation, we confirmed that this issue was resolved directly with our support team.

  If the user has any further questions, they can always follow up on that same ticket or email us at ************************************************************.

  Warm Regards,

  The Fetch Team

  Customer Answer

  Date: 03/06/2025

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