ComplaintsforFetch
Delivery Service
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/13/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I am forced by apartment complex to pay for this service whether I use it or not, so i started using it. On Wednesday august 7th either the delivery drive or the warehouse illegally forged my signature and stole my delivery. I have filed a claim and reported the problem to fetch who won't respond to my emails I have no resolution, no update, and there is no other way to contact them. I filed a police report, I have proof the signature is not mine, I have a blink doorbell that shows no one delivered anything to me or even came to my door, they stole a pair of sneakers I had waited months for and had used a promotional code/credit for these are $200 sneakers I have sent them all the correspondence and report - it would cost me $190 to replace these IF they were in stock, I can no longer purchase as they are no longer available I had been saving months for these.Initial Complaint
07/24/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I am forced by my complex to pay $20 a month to have my packages mishandled, stolen and delayed 4-48 hours past the initial delivery time.I had a package stolen within minutes of a delivery once. Fetch claimed no responsibility because I didnt have the require signature enabled at the time of the theft. I have since enabled this feature for ALL packages as well as purchased a ring doorbell camera for an extra layer of security. On multiple occasions, I have witnessed a delivery driver FORGE MY SIGNATURE and leave my package at my doorstep despite having signature required enabled at all times. Both times this happened with packages delivered outside of their scheduled delivery window so I was not home to accept. When this happens they are SUPPOSED to return your package to the facility- so nobody steals itAs many other reviews have mentioned, they have the WORST excuse for customer service I have experienced in this day and age. After 2 whole business days, they got back to me via a long email stating this goes against our standards were going to investigate this blah blah blah. One week later and the SAME THING HAPPENED - another fetch driver delivered a package, outside of the delivery window, with signature required enabled, forged my signature when I did not answer the door, and left my package to get stolen.Initial Complaint
07/20/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I previously lived in an apartment complex, ***************, in ******, ********. After moving in, the management company decided they no longer wanted packages sent to the building, so they contracted with a third-party company called Fetch. All tenants were forced to use this service. Our packages were sent to the Fetch warehouse, and then we had to schedule a time where they would drop the packages off at my door.I have since moved to **********, and a replacement for a broken item was mistakenly sent to the Fetch warehouse instead of my new address. I have contacted Fetch and asked them to please forward me the package, and they have refused. Then I asked if they could at least return it to the sender, and they have refused. They insist my ony option is to get on a plane and go physically pick up the package in person. If I do not pick it up within 60 days, the package will be "donated". This seems absolutely criminal. A business that I never wanted to use in the first place is holding my package worth at least $300 hostage. I want them to either ship me the package or return it to the sender so the sender can ship to my current address.Initial Complaint
08/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Fetch claims theyre frozen my account because I violated their terms. Their terms involve playing make believe with them. They believe men can magically become women and women can magically become men. They believe transgender is normal. They claim because I dont I am committing hate speech. They claim *********ity is hate speech. Simple biological facts are hate speech. Reality is hate speech. Truth is hate speech. Why does a business get to claim ********* beliefs are hate speech? They havent provide any proof of how I violated their ridiculously broad terms. They decided to steal the $43.00 I have in my account. Such a dishonest and sad bunch of people. You dont get to deem words, truth and facts you dont agree with as hate speech.Initial Complaint
07/04/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Fetch notified me of only one package (instead of two) from a food vendor. They delivered that one package on 3/24/23 while the other package (frozen food) remained in the warehouse. I contacted the vendor 3/28/23 and they verified the two packages was delivered to Fetch simultaneously. I contacted Fetch 3/28/23 to inquired about the second package. I also complained about their failure to notify me. They confirmed they had the package and would delivery it on 3/29/23. I received the package, and the items were ruined. I put in a claim, provided pictures and proof of the cost of the items. They denied the claim and justified it by stating it was in Fetch's 72 hours guideline to deliver perishable goods. it was not and they continue to make excuses. I am requesting reimbursement for the cost of the items.Business response
07/11/2023
We are sorry to hear about the resident's experience and have been further reviewing their account.
The denial of this claim was due to the timeline. Our facility ran into a delivery delay on 3/24/2023 and reset the package for the resident who would have been notified via email and text to reschedule this. However, the resident did not reschedule until 3/28/2023 to deliver on 3/29/2023. Due to having sent these notifications and that the resident did not reschedule this until days later, we will not move forward with reimbursement.
Our team is retrieving copies of the notifications that were sent to the resident to screenshot and forward to the resident.Initial Complaint
03/23/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I ordered something from Amazon (03/17/23). I used my apartment address as I did not want my packages to be sent to Fetch. The vendor ended up using *** to ship my package. My building is managed by Local by *******. They have a auto redirect order for ***, *********** packages to be sent directly to Fetch if this buildings address is used. So my package was auto sent to the Fetch warehouse (03/20/23).Because I did not address my package to Fetch and use a special code, Fetch would not check in my package so that I can schedule a delivery or a pick-up. I had to contact their customer service before they would check-in my package (03/22/23). They informed me that it was my fault that they didn't check-in my package because I did not use their code. I didn't want them to have it in the first place. Once it was finally checked in, the only delivery option was going to be over 24 hours later (6-9pm) slot or I can wait even another day or two. So, I choose to go pick it up at their facility.When I got there, no one would answer the door. I rang and rang their doorbell, and no one would come. I emailed their customer service team, and no one would help. The only way I finally got in was that an employee was leaving for the day and let me in. She then went to get someone to help me. I sent this info to Fetch and they did care that no one would help me. They only reiterated that this was my fault.Fetch has a long history of not delivering my packages. This is why I go out of my way to not have my packages delivered through them. However, now if a package is sent to them, I cannot even go pick it up as no one will even answer their door. They hold all of the cards and will not give you your property if you do not like their service.Initial Complaint
03/13/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Company claims to have attempted to deliver packages. Company also attempted to deliver my last package twice only to find out the next day that it was listed as throwaway receiving a message stating a package was tied to my account incorrectly and now my package is now where to be found.Initial Complaint
03/08/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My packages were delivered on Saturday March 3rd, 2023 to Fetch warehouse. There were three packages total. I received a message from them to schedule the delivery to my apartment, which I did and chose the same day between 6-9pm so that I would be home. They never arrived and I never heard from Fetch about them being delayed. I emailed the help line and they said they would look into it. The following day I had to email them again for an update and they emailed me back saying they could not find them and to send photos of tracking plus receipt for POSSIBLE reimbursement. All tracking says they were delivered to their warehouse and I received confirmation from fetch that they received them. This leads me to believe that they were stolen from an employee there.Initial Complaint
03/04/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Once again they have no-showed for the delivery time THEY provided! No communication. This happens all the time. They will not deliver a package and then not offer a new delivery time for another day or two later. They have no phone number. Can only communicate with people in another state via text or email. Constantly apologizing and never changing anything. Gets apartment complexes to force their tenants to pay for and use this service and then barely provide what they promise!!! Takes your money and delivers when it's convenient to them. They schedule times blocks but never shoe up, and then won't allow you to reschedule for multiple days later. Worst company I have ever experienced!!!! Notice the delivery window and the time the screens hot was taken. 6pm-9pm and it's now 10:15 pm and nothing! Have emailed multiple times with multiple problems and it still continues!! Absolutely ridiculous!!Initial Complaint
11/22/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I had a couch delivered to your warehouse (not by choice) on 11/21/22. The only available time to schedule was today 11/22/22 4-8pm. I chose this time frame as I had not other choice and took the evening off work to wait for it. At 6:30pm I was told it was canceled. The next available time is 4-8pm 11/23/22. I can not take any more time off work, and there is no possible way I can just sit at home for 4 hours and wait for it. If your track record is correct, it will absolutely be canceled again and because of the holiday, probably not delivered until next Monday. This is a piece of furniture I needed yesterday but was REQUIRED to send it to fetch. It is not my problem that is is large, or requires more labor. This needs to be delivered by 12pm tomorrow 11/23/22. This is absolutely unacceptable and in no way my issue. I had to pay this furniture company for shipping and setup only for it to be delivered to fetch. Now fetch wont even deliver it to me let alone set it up. Horrible horrible company, with no way to contact them. Tracking number ************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
17 total complaints in the last 3 years.
3 complaints closed in the last 12 months.