ComplaintsforFetch Package, Inc.

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fetch delivers all my packages. I never received my package. I sent them a copy of the receipt of the item that they were supposed to deliver and I never heard back from them. My apartment requires me to use their service for deliveries.

  Business response

  07/02/2024

  We apologize for the inconvenience. Our team has reimbursed this resident for package ending in tracking number 9562 in the amount of $28 as of 7/1/2024. Please do allow 5-7 business days to see this reflected.
  
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have been in contact with ****, who emailed me that they were looking for my package. I have not heard back from ANYONE. Everyone who is paying for fetch receive and diligently handle and deliver our packages is due The Courtesy, The Respect and more importantly, our packages. I would like my package delivered, please.

  Business response

  07/01/2024

  Our team has been in touch with the resident to confirm that package ending in tracking 3394 was delivered on 6/28 and package with tracking 7465 was delivered 6/22. If there is something else we can look at please let us know.
  
  

  Customer response

  07/01/2024

  Better Business Bureau:
  

  I want Fetch and all of its partners that i have all emailed correspondence to and from the representatives through fetch support involving the ongoing incident. All agents have referenced a package that was in fact delivered, but not the package in question. The package in question was never scanned in in order to be delivered. In fact, my door camera can confirm the delivery Fetch support has referenced, but not the package I described with a photo from the driver who delivered it to the fetch address I had. Anyway, I no longer have my account with ******************** and they may still take my payment for their service. Although being irresponsible and without diligence and I might even say dishonest. The package not being of great value, was settled with me and the vendor. 

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is un-satisfactory to me. But I will end this dispute because it's clear, the dispute lead nowhere. Thank you. 
  
  Regards,
  
  ***********************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  A courier driver (******* in *******) marked my package as delivered. The courier did not take a photo of where they left the delivery. Instead they took a closeup photo of the same package for both delivery confirmations. I checked all over my apartments, the leasing office and my mailbox and there was no package. The reviews online say that this company is known for having couriers steal packages. I believe this is what happened. I went to the facility to speak to a supervisor and was told there was nothing they can do. He told me to submit a claim through the app.

  Business response

  06/27/2024

  We see a package with tracking number ending is 4691 was delivered to our facility on 6/25 and is scheduled to be picked up on 6/25. It has not yet been picked up. The package ending in 5542 was received on 6/24 and delivered on 6/24. Please let us know if there is something else we can assist with. Thank you!
  
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  "STOP TRYING TO MAKE FETCH HAPPEN" seems to be pretty good advice from *************************. Fetch Package, INC. is a freight forwarder and supposed to provide direct-to-door package delivery to residents. However, since I started using their service, multiple packages have been lost. The specific orders in question had delivery dates of May 5, 2024, and May 31, 2024. The most recent loss involved an order valued at $115.72 (Order number: 114-8102152-1304205). This repeated failure to reliably handle packages should be unacceptable.The core issues of my complaint are as follows:-Lost Packages: Fetch Package, INC. consistently loses packages.-Lack of ************************ They do not offer a customer service phone number, which prevents clients from directly speaking to a representative. They only offer email and text options: neither of which are effective. -Unmet Resolution Time Frames: They promise a resolution within 72 hours but fail to follow through.Every time a package is lost, Fetch Package, INC. assures me that the issue will be resolved within 72 hours. However, they have not met this timeline. In the last incident, they did not resolve the issue and ceased all communication for over a week, leaving me without any updates or solutions.Additionally, I live in an apartment complex with over 600 units in a densely populated area. Our apartment management is not equipped to handle packages, so I am stuck using Fetch Package, INC. until a better solution is found. This makes their inefficiency and unreliability even more problematic and disruptive.As a satisfactory resolution, I request a complete refund for the lost package valued at $115.72. I have already submitted all the necessary documents requested by Fetch Package, INC. to track the lost package, yet the issue remains unresolved.

  Business response

  06/20/2024

  We are very sorry for any confusion regarding the package from Amazon with tracking number TBADD0007183609. Our team did in fact misdeliver this and has issued the resident a reimbursement of $116. Please allow 5-7 business days for processing on this. Additionally, we understand that their package from 5/31 was reimbursed and we apologize for the inconvenience on that. If there is anything further we can do at this time, please let us know.
  
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 1st, a package I was expecting arrived at the Fetch warehouse with tracking number ********************** from USPS:Delivered to Agent for Final Delivery ***************** June 1, 2024, 12:13 pm I have reached out to Fetch for 13 days asking about my package. For some reason, Fetch will never acknowledge my inquiry for this particular package. Anytime I have a question about a package, they respond within 24 hours to let me know the status. They will not respond about this package and it's been almost two weeks that I have been emailing them. Then I notified them about my debit card being stolen from their facility and used just a block away, they responded within an hour and tell me not to send anything important to Fetch (which is not an option for me). I respond back asking about my package above and they never respond. I have reached out daily with no response. I do not understand why this is not being addressed. Furthermore, I was granted a $6 refund for other package vandalism that was ruled in my favor and have yet to receive the link to claim this. I would like to know the details of my package ********************** and have my package delivered to me immediately - the item is a sequin top with a value of $18 plus $4.02 cost to ship. I would also like the link to my $6 refund that was previously granted. The thefts and unwillingness to answer to packages is completely out of control. I have reached out to multiple investigative news agencies in my area two days ago and one already agreed to take on the story.

  Business response

  06/20/2024

  We are very sorry for the inconvenience. The residents package had originally been delivered to another one of our locations in *******. Our team at both facilities had to perform audits and issue a transport to deliver it to the residents local facility where it was then appropriately logged and successfully delivered to the resident on 6/18. We do apologize for any delays in a response. Our claims teams can take 5-7 business days to fully review all of the information and determine next steps. We are continuously working to improve efficiency and provide a better resident experience therefore, the feedback received is vital to our team as we move forward.

  Customer response

  06/20/2024

  Complaint: 21843969
  
  I am rejecting this response because: I dont understand why throughout this three week process your company ignored every single email I sent them about my package from day one. When I then emailed about a different issue just to see if I was being ignored, they responded within and hour. My subsequent emails to them about this package continued to go ignored. You cite needing to arrange transportationis this not a package transport company? That should have taken one day. My emails should have been answered. Ignoring emails is unacceptable and unprofessional. I want an explanation. 
  
  Regards,
  
  *********************

  Business response

  06/24/2024

  We do understand the concern and the frustration. Its never our intention to ignore a resident and we can understand how they may have felt that way if our agents werent being communicative. This is being further reviewed among our ************* team and the facility itself. In addition, our team has sent the resident a $50 gift card as a courtesy for the inconvenience.
  
  

• Initial Complaint

  06/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Yet AGAIN my packages were not delivered last night. They were supposed to be delivered by 9 pm yesterday 06/11. It is now 8 AM on 06/12 and the app still says out for delivery. I want my packages delivered today or I want a refund for the value of the items I ordered. Tracking numbers: 1Z55392A0390087573, ************ and TBA313734323685

  Business response

  06/20/2024

  We apologize for the inconvenience and the delay. Our Claims team is currently reviewing this residents case. The team has the necessary documentation, please note it can take 5-7 business days to complete their review. If they have not provided an update by June 26th, 7 business days from the time the resident provided the documentation, please reach back out and let us know.
  
  

• Initial Complaint

  06/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have reached out 10+ times now about 3 missing packages and have not gotten a resolution. 1 package was delivered outside of the allotted delivery window and was never recovered. It contained a $300 pair of shoes. 1 package was never delivered. The delivery person was supposed to deliver 2 packages but came to my door and said he only had 1. This is documented in the delivery pictures.

  Business response

  06/11/2024

  It looks like one of our agents have already communicated with this resident and have issued a reimbursement for $331. Please allow up to 7 business days to see that reimbursement. If the resident still has not received it after 7 business days, please reach back out to our team.
  
  

  Customer response

  06/11/2024

  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

  06/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On March 24th, Fetch delivered FOUR TOTAL packages to the incorrect address. (The fetch delivery person took a photo of my packages at the incorrect door, so fetch has proof of that). I drove to the incorrect address and searched for my packages asking strangers but they were already gone and no one had seen them. I contacted fetch numerous times. Finally, on June 4th someone emailed me for my receipts/tracking number, but only to ONE package! (it should be FOUR TOTAL packages). My concern is no one has mentioned if they will account for all FOUR ***********************. The contract says they dont have to reimburse, and if they do it can only be $500. I have almost $1000 among FOUR TOTAL PACKAGES. I had to travel internationally without a very expensive item I needed for an event, and I have been out all this money. No one answers the phone and I still havent received my money back. Who knows if or even how they will reimburse us. This company cannot really expect to last with not compensating for the clients lost packages. The sender cant do anything because its marked as delivered to fetch. Fetch needs some accountability on their part. They need to step up and actually be a real carrier if thats what they want to be so bad!! Its a ridiculous fraud of a company and us apartment tenants are FORCED TO PAY for them by apartment managers who dont even READ the contract. 1. Screenshot of the original fetch delivery photo confirmation showing incorrect location/door number with 4 total packages from May 24, 2024. 2. Screen shot from the Fetch app showing the package ID numbers associated with the 4 total packages delivered May 24, 2024 to the incorrect address previously mentioned. 3. Screenshots of each (4 total items) order confirmations from the original vendor, that includes their price, along with tracking number and information that coincides with the package IDs associated with May 24, 2024 delivered by fetch to the incorrect address. ************************* BFT6308

  Business response

  06/13/2024

  We are extremely disappointed this has been the residents experience and have been working closely with our team to set things right. Our agent has been in touch and has issued a reimbursement of $1155. Please allow up to 7 business days for processing. Do let us know if we can do anything further in the meantime.
  
  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Monday, June 3rd, Fetch delivered four of my packages to the wrong address. The picture they provided of the delivery clearly is not my address. I promptly informed them. I was told to give them 72 hours to investigate. They never responded which is typical of them. We are forced to pay and use this service by our apartments. Their service is routinely bad. I sent them three more emails with my receipts and they still have not responded. I want full reimbursement PLUS $ 100 compensation for my time and inconvenience. I paid to have them delivered on Monday June 3, not if or when they get around to it.

  Business response

  06/13/2024

  We apologize for the inconvenience and the delay with this. Our team has thoroughly investigated this issue and have approved a reimbursement to the resident for $71.00 for their lost items. We are also working with the local facility management team to help prevent a similar issue in the future. 
  
  

• Initial Complaint

  06/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I live at ************************ where we are force to receive packages through Fetch. I got a notification that my package was delivered to Fetch on 06/05 and once they get our packages, Fetch is suppose to send me times to schedule a package drop off to our doorsteps. I did not receive that notification. I reached out after 24hrs as instructed and I have yet to receive any updates on what is going on and what is being done. I received apology emails and that they are escalating my request but I dont know what was done to begin with for it to now be escalated.

  Business response

  06/11/2024

  We apologize for any delay the resident may have experienced. It does appear that the package ending in tracking 4324 was set to pick up on 6/8 and was successfully picked up. If there is anything further we can assist with, please let us know.
  
  

*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. ↩