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:02/26/2025

  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.

  This is an ongoing service Fetch-coupons has made it extremely difficult to get refund for receipts. After many many tries we were denied on all counts Hefty amount was due in gift cards I want what is owed to us. Perhaps Fetch gets paid for our information on shopping.dont know but I want my cards

  Business Response

  Date: 03/03/2025

  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, it was confirmed that this user has expired points due to being inactive on the Fetch app.  A users Fetch points will expire after 90 days if not active on the Fetch app. Our team will be happy to manually award this user points back as a one-time courtesy, after they submit a receipt, refer a new user, redeem a reward, or play a ******************** Play game. This makes it so the points don't expire right after we award the points.
  
  
  Our team has reached out to this user via support ticket ?#********?. 
  
  
  Warm regards,
  
  
  The Fetch Team

• Initial Complaint

  Date:02/26/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want an account I created deleted.

  Business Response

  Date: 03/04/2025

  Hello. Thank you for reaching out to the Fetch Team.
  
  Account deletions are processed in the order in which they are received. We have confirmed receipt of this user's deletion request, and per applicable state privacy laws, we have up to 45 days from the request date to complete the process.
  
  Our team has reached out to this user via support ticket ******** to confirm the deletion of their account. This user can review our Privacy Policy here: ************************************************* if they have any additional questions. 
  
  Best regards,
  The Fetch Team
  
  

  Customer Answer

  Date: 03/04/2025

  [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. 
  
  Regards,
  
  ******** *****
  

• Initial Complaint

  Date:02/25/2025

  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 is an app you play games & take pictures of receipts to get points. I had ***** points to redeem and they froze my account. I have contacted them many many times with no response. I was getting ready to redeem my points for a gift card for ******. Fetch stole my points & froze my account with no reason

  Business Response

  Date: 03/03/2025

  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, it was confirmed that this user's account was over awarded points for Fetch Play so those were the points that were deducted from the account. Our team has reactivated this user's account as there was no fraudulent activity found on the account.  As always this user can reach out to us at ********************************** with any additional questions.
  
  
  Warm regards,
  
  
  The Fetch Team

• Initial Complaint

  Date:02/25/2025

  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.

  I requested multiple times from customer service that I want them to delete my account and they blatantly refuse to delete my information. I have read that they are doing this to many people. Refusing to delete someone's account saying we violated their rules. Who ever heard if such a dumb thing. If a person requested to have their information deleted. They should honor it. Why are they so desperate to hold on to our information? So they can sell it? I want my account permanently deleted. I want no part of it. It should be illegal for an app to not want to delete your information. I have no use for them. I can easily uninstall the app, but that does not erase my information from their side. Please help.Thanks ******

  Business Response

  Date: 02/26/2025

  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. We have reviewed your deletion request, and after careful consideration, we will not be fulfilling your request 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.
  
  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.
  
  Warm regards,
  The Fetch Team
  
  

  Customer Answer

  Date: 02/27/2025

  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 want Fetch to prove to me that the receipts I scanned weren't mine.  You do not know what I do for a living or how much money I have, how many credit cards I own and how many bank accounts I have . You have no proof that any of those receipts scanned were not mine. There's nothing ILLIEGAL  or against any law broken by scanning MY receipts. All I want is my account deleted.  I will also retain all communication information for future engagement if my information is not deleted.  Why would you need to keep someones information if they don't want anything to do with you or your app and will never use it again? Make that make sense to America please, because there are countless others out there just like me that you are refusing to delete their accounts as well. You yourself stated that you can terminate a person's account for breaking the rules, but you so call claim I broke your rules, but never terminated my account? Hmm... that's funny how that works .You people are too desperate to hold on to peoples information.  

   

   

   

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

  Business Response

  Date: 03/05/2025

  Hello! Thank you for following up with the Fetch team!
  
  Our team reviewed this user's account once more. With our team's investigation 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.
  
  We have reviewed your deletion request, and after careful consideration, we will not be fulfilling your request 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.
  
  Warm regards,
  The Fetch team
  

• Initial Complaint

  Date:02/23/2025

  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.

  My points were taken away in fetch for absolutely no good reason after I submitted for a $50 ****** play card. I had ******* points originally $100 equivalent and the day I went to claim my card, 2/23 I see my account is zeroed out and my gift card declined. After emailing I get told an unreasonable response and have been told the decision is final, i won't get any points returned, and that I scanned 'two or more receipts' that end up as fraudulent or duplicates. Fetch allows you to scan multiple receipts at once and I would know this since I have been with them for approximately two years. I'd like my points back.

  Business Response

  Date: 02/24/2025

  Hello! 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. During our investigation, it was confirmed that this user had an instance(s) where they were submitting receipts that had previously been submitted by them in an attempt to obtain Fetch points. Submitting images of receipts that have been previously uploaded, either by you or other users, is prohibited. This resulted in a deduction of points from this user's account, as this activity is not permitted under our Terms of Service. The removal of these points declined this user's pending ********************** due to the violation of 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

  Customer Answer

  Date: 02/24/2025

  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 appear below.
  
  Regards,
  
  M

  Business Response

  Date: 02/24/2025

  Hello and thank you for reaching back out to the Fetch Team.
  We were more than happy to take a look at this user's account. We can confirm that this user was snapping duplicate receipts on their account in an attempt to gain Fetch points fraudulently. These points have been removed from this user's account.
  Continuing to snap duplicate receipts will result in further point deductions or the suspension of their account.
  We recommend this user to review our Terms of Service with specific regard to Fraudulent Activity, section 34 (***************************************************).
  Regards,
  The Fetch Team

  Customer Answer

  Date: 02/24/2025

  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 appear below.
  
  This exact issue as seen on fetchs complaint page has occurred to others too for no apparent reason, I'd like a one time point refund as im not the only one who has encountered this issue with this company. 

  
  Regards,
  
  M

  Business Response

  Date: 02/25/2025

  Hello! Thank you for reaching out to the Fetch team!
  
  Our Team reviewed this user's account once more. We have confirmed that this user had an instance(s) where they were submitting receipts that had previously been submitted by them in an attempt to obtain Fetch points. This resulted in a deduction of points from this user's account, as this activity is not permitted under our Terms of Service. The removal of these points declined this user's pending ********************** due to the violation of our Terms of Service. This user will not be able to get these 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.
  
  We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 34 (***************************************************).
  
  Warm regards,
  The Fetch Team
  

  Customer Answer

  Date: 02/25/2025

  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.
  
  [Please type your response here.]
  
  Regards,
  
  M

• Initial Complaint

  Date:02/21/2025

  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.

  I submitted receipts for an offer. I contacted Fetch after two receipts were scanned, but I didn't receive 3000 points. An email was received after submitting reminding me i was under $4 to meet the goal. When questioned, I'm told it ended before 2/15/25 because Dove removed their offer. 3 different Fetch employees generated generic responses. I want my account deleted so I can uninstall their app. They're committing fraud on multiple levels. This has happened before and its the last time. I've referred people but they're don't honor the deals when goals are met.

  Business Response

  Date: 02/24/2025

  Hello and thank you for reaching out to the Fetch Team. We have conducted a comprehensive examination of the concerns presented in the complaint.
  Upon investigation, we can confirm that this user's account has been successfully deleted. We are sorry to see them go.
  If this user has any questions for us, we are always available at ************************************************************.
  Regards,
  The Fetch Team
  

• Initial Complaint

  Date:02/19/2025

  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.

  On 2/17/2025, my gift card I had redeemed from my points balance was denied due to lack of points to cover it. I had over ****** points when I selected the gift card. When I saw it was denied, I noticed Fetch had deducted ****** points, making my balance less than what was needed to receive the gift card. This was deducted after requesting the gift card with enough points to cover it. When I disputed this, they said I violated the terms of service. They denied my request again and I asked them to show me where I violated the **** They responded with a generic we reviewed this again and determined you violated our TOS and we will not give you any additional updates on this matter. So you cant tell me what I did wrong but you also cant return the points? This is a scam, tons of people are complaining about the same issue. I have not violated any rules, let alone 15k worth of points. I have all the correspondence showing my requests for proof and their denial about it and saying they wont give me any more info.

  Business Response

  Date: 02/20/2025

  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

• Initial Complaint

  Date:02/18/2025

  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.

  The following information was also posted on a platform on the internet. For the first time in my years history of using Fetch, ****** points were deducted after the points had been approved for 4 days. This was done ON THE DAY, I was to receive my awards! The only explanation I was given was i somehow violated terms. I could only think that maybe because I covered up the balance left on my card (on the receipt) that I used to purchase, or something happened at Wholefoods when I used the ************************ for a discount. I was wondering if the promotion I submitted receipts for might have had some kind of restriction on it. but no. I submitted 3 different receipts and only 1 was using an external service. All points that were deducted were from 3 different receipts from three different stores , but all on the same day). I emailed support. I got the oddest generic response that the decision was final and no other questions would be answered about it ,should I decide to email about this again. I finally decided to have the account deleted. The response I got was unwarranted. Fetch said they are NOT going to delete the account! Since this decision, is supposed to be somewhere in their terms. Do know, I've never used more than one Fetch account at a time. I have however, changed my phone number and devices I've no longer had access to many times due to hacking in the past. Each time I've told Fetch to delete the account. Which I'm just now learning that they don't do. I'm not looking for vengeance, just want Fetch to understand that I've read of this kind of stuff happening. Here, I didn't show the balance on my card. Not sure if this is the reason for the reduction in points, but there is no requirement I've read, that says Fetch has to see my card's balance that I used in order to purchase something on my receipt that I submit. Reason for complaint 1) the point deduction without a specific reason attached 2) the reason for not deleting my account.

  Business Response

  Date: 02/19/2025

  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, 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 (***************************************************).

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

  Best Regards,

  The Fetch Team

  Customer Answer

  Date: 02/19/2025

  [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. 

   In addition to my acceptance of the Company's return of my points. I wish that it would be ***** noted that no fraud has ever occurred on my end. I did post receipts showing items I paid for. and I saw no wrong in not allowing Fetch to view the balance on my card used to purchase items.  If this message can be posted along with my acceptance, then please do allow it to be done.  Ill now also update my post on the other social media platform. letting my readers know that justice is to be served here . Helps people to know that Fetch is willing to work with people when stuff like this happens. 
  
  Regards,
  
  ******** *******

  
  

• Initial Complaint

  Date:02/16/2025

  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.

  I want my account deleted and they only deactivated it. Ive contacted them at least a dozen times and filled out all the forms Im supposed to fill out and they still havent deleted it. They froze it and thats not what I want, just delete it!!

  Business Response

  Date: 02/17/2025

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

  Our Team reviewed this user's account. We have confirmed that we received their deletion request. Per applicable state privacy law we have up to 45 days after request to finalize your deletion. We will follow up with the user on the tickets received after it has been completed.

  For more information this user can review our Privacy Policy here: *************************************************

  Warm regards,
  The Fetch Team

  
  

  Customer Answer

  Date: 02/17/2025

  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 don't know why I have to wait 45 days for this to be resolved, just because you have 45 days to resolve it or not doesn't mean it can't be resolved immediately. 
  
  Regards,
  
  ***** ****

  Business Response

  Date: 02/18/2025

  Hello. Thank you for following up on this.
  
  Account deletions are processed in the order in which they are received. We have confirmed receipt of this user's deletion request, and per applicable state privacy laws, we have up to 45 days from the request date to complete the process.
  Once the request has been finalized, a member of our team will follow up with the user via the support tickets that have been received. In the meantime, they can review our Privacy Policy here: *************************************************.
  
  Best regards,
  The Fetch Team
  

  Customer Answer

  Date: 02/18/2025

  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 belowI
  

  I will accept the response when I get the deletion of this account. 
  Regards,
  
  ***** ****

  Business Response

  Date: 02/20/2025

  Hello and thank you for reaching back out to the Fetch Team.
  We can confirm that this user's account was deleted on 02/19. The user can confirm this action by referencing ticket #********.
  Best Regards,
  The Fetch Team

  Customer Answer

  Date: 02/22/2025

  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.
   
  I got a message from Fetch on the deletion of my account, however when I opened the app to delete it my phone number is displayed and that shouldn't be displayed if the account is deleted? I want that to be removed.
  Regards,
  
  ***** ****

• Initial Complaint

  Date:02/09/2025

  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.

  I have been using fetch for almost three years now. I went to cash out a gift card and they randomly denied it and took over ****** points. They claim *one* of my receipts "broke the rules" but won't tell me which one or how.... I didn't do anything against the terms of service, they just don't want to pay out. Apparently they do this to a LOT of people. Fetch is becoming more and more of a scam. How convenient to say that *one* receipt broke the rules so you are taking ****** points (including a REFERRAL BONUS!) instead of a possible 25 points for a mistake/error on *one* receipt. ****. I WANT MY POINTS BACK AND I AM WILLING TO DISCUSS WITH MEDIA.

  Business Response

  Date: 02/11/2025

  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.
  While investigating, it was discovered that this user was submitting receipts from purchases not made by them personally, which is a direct violation of our Terms of Service.
  We have since issued these points back as a one time exception, but we recommend that this user review section 34 of our Terms of Service (***************************************************)
  If this user has any questions, we are available at ************************************************************.
  Regards,
  The Fetch Team