ComplaintsforFetch Package, Inc.

• Initial Complaint

  08/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Package was delivered to their facility, recorded and have a picture from Amazon. They have searched and concluded they don't have it. Since it was delivered outside of their hours they are not taking responsibility for losing it or it being stolen. They told me it's my job to get a refund from Amazon. Amazon says since it was delivered they are responsible. Fetch is a delivery service that I pay for to collect and then deliver my packages, no where in the contract that I signed with my apartment complex does it say that Fetch will not be responsible if a package is delivered outside of their business hours. The letter they provide is absolutely useless and is a copout of them having to have a better system in place.

  Business response

  08/27/2024

  We apologize for the experience the resident has had with this package. Our team has been working closely with the resident and understands that Amazon is unwilling to further assist. Our team has made the decision to offer the resident a one-time courtesy and reimbursement for the missing package as soon as they provide our team with the receipts requested via email. As soon as they respond to our agent with those, they will be able to process their reimbursement. Thank you for your assistance!
  
  

  Customer response

  08/31/2024

  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. However, there are thousands of other people who did not receive reimbursement for packages that were stolen on Fetch's watch. I'm hoping that 1. I don't have another package stolen since everything has to go through your company, and 2. Fetch does right by the others it has taken from  
  
  Regards,
  
  *******************

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Amazon listed two packages as being delivered around 2:00 am when Fetch was closed. However, since the driver who (claimed to have) dropped those packages off in the middle of the night, scanned them in, Amazon is insisting that they were delivered. Even though they were obviously stolen or just thrown on the sidewalk in the middle of the night. I have spoken to Amazon a dozen times, and they say that since it was scanned in as delivered, they won't provide any help to me at all, and they keep saying that Fetch has to contact them directly or I'm totally out of luck. But even though they have video evidence showing that the packages weren't actually delivered, Fetch keeps refusing to open a complaint with Amazon and so I'm out $400 that I can't receive. All I need is for Fetch to contact Amazon with their evidence that the packages were never actually delivered , but they won't help me.

  Business response

  08/05/2024

  Unfortunately, it is not in our policy to reach out to carriers if they have misdelivered something. That has to be between the consumer and the vendor as we are a 3rd party and do not have information the resident may need to provide. Our agent has sent a letter of confirmation that we have not received this and they can present that to the vendor.
  
  

• Initial Complaint

  07/31/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Amazon confirmed delivery to Fetch in ******* of a $1000 monitor that ships in the manufacturer box. They claimed to have diligently searched for it and I DO believe them. The issue is it was signed for by ****** which happens to be the facility street name and I have seen the chaos at the small warehouse used in ******* for their operations. I had to go pick up packages there due to the service missing multiple delivery windows selected. I could barely park or maneuver with all the packages and vehicles. Most belong to the employees. I can guarantee how easy it would be to be handed a high value item and not bother to scan it in and load it into their private vehicle to deliver along with their pallet of packages and just keep it. Luckily Amazon refunded me. I had to pull teeth to get it, however since they fulfilled it to the Fetch address which I have no choice for its use. Their customer support claimed it was just never delivered just because they could not find it.

  Business response

  07/31/2024

  We apologize for the inconvenience we know this has caused the resident. Unfortunately, carriers bulk deliver to us and will sign off on orders for our facility in bulk, which means they may not catch if they leave a package on the truck until later. Additionally, its possible the carrier marked this as delivered while their team was picking the order, in which case the package could still deliver to our facility over the next couple of days. We value the residents feedback and are consistently looking for ways to improve the resident experience. 
  
  

  Customer response

  07/31/2024

  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

  07/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have tried and tried to get ahold of someone in the corporate office or someone who can actually answer my questions. I have had over 25 issues and counting with Fetch the last 2 happening today. One of the drivers left my package outside not in the apartment building but physically outside in the elements. I live in a place that has heavy foot traffic and the package wasn't there when I got home. The second issue from today is around my packages saying they were going to be delivered by 9pm and the time is currently 11:07pm and they still say out for delivery. These are very expensive items from Nordstroms and I don't trust this service. I have had packages stolen, I have had to file police reports. I have sat up at one of your atlanta warehouses for over 3 hours recently. Its the lack of professionalism from your drivers and some of your staff. Being forced to leverage this service is now impacting my mental health. I am literally having panic attacks when my items go missing constantly. You no longer have a chat feature, and your staff have attitudes. I had one of your warehouse workers tell me that they knew it was going to be a problem with the driver that picked up my items he's sketchy. This is the driver that took my packages. I had to file a police report, and I never received a follow up from fetch. I would like to talk to someone in regards to all of my grievances in addition to coming to a reasonable solution to get myself off of your platform. My friends have horror stories with you all in *******, and if I would have known the apartment I chose when I moved to ******* was going to force me to leverage Fetch I wouldn't have moved here. Its that bad. I hope my packages show up tonight but I doubt it. The Atlanta warehouse is a hot mess and there are too many problems. I look forward to speaking to someone soon, or I am going to take it to the news or whomever will listen. Not making threats just a small business owner who's fed up!

  Business response

  08/05/2024

  We apologize for the frustration. Our agents have been reaching out to the resident to verify the packages in question and if they have been received. Please respond back to that email or let us know here the tracking number for the packages that are still missing so our claims department can conduct their investigation. Thank you so much!
  
  

• Initial Complaint

  07/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My apartment, Alta at the Farm, requires us to pay monthly and use this delivery system for our packages. I sent an Amazon package to the warehouse, and Amazon marked the package as delivered. I did not receive notification from Fetch that it delivered, so I waited a few days in case it was a lag. On the 6th day, I reached out to Fetch informing them that I never received my package despite Amazon marking it as delivered. I gave them the order and tracking information, and they said that they were unable to locate it in the system and the package was not at the warehouse. They then suggested I reach out to Amazon. When I spoke to Amazon, they confirmed the package was indeed delivered (there was proof of the delivery time and all) and that because it was delivered to a third party freight system, there was nothing they could do to help me- no refund or replacement- and that I had to handle it with Fetch and that they are the ones who would need to reimburse me. I am letting Fetch know the issue, and they are running me around saying that I need to speak with Amazon and that they are unable to locate the package. I'm a few hundred dollars in the hole with no way to contact Fetch or keep them accountable other than over email.

  Business response

  07/29/2024

  We hate to see this resident is having this frustrating experience. One of our agents have been working close to assist the resident. As they mentioned, the facility performed multiple audits of every package that was received on July 20, 2024, and the residents package was still not located at our facility.
  Based on the tracking information provided, it shows their package was delivered on July 20, 2024, at 1:39 AM.
  However, our facility hours are Monday-Friday 9:00 AM- 7:00 PM and Saturday-Sunday 9:00 AM-5:00 PM. At this time, due to your package being delivered outside business hours, we recommend filing a claim with the vendor and the carrier to get further assistance. The agent also included a letter in their email that states we did not receive the package. The resident may present this to the carrier.
  
  

  Customer response

  07/30/2024

  Complaint: 22050499
  
  I am rejecting this response because:

  I used the email/information given to me by Fetch, and Amazon was still unable to help me. It seems that Fetch does not have a way to contact or keep track of the drivers and their deliveries. This seems like a major flaw in the business model. Amazon states that since the package was shipped to a freight forwarder, it is no longer in their control once the shipment is marked as delivered. I have let Fetch know multiple times that Amazon is unable to help me, but the loss is still put on me. It is amazing to me that a company's purpose is to receive, hold, and securely deliver customers' ***********************, but if it fails to do so it is on the customer to bear the loss.

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

  Business response

  08/01/2024

  Unfortunately, carriers are aware of our facility hours and Amazon shows July 20th at 1:39 AM was their delivery, at which our facilities arent open. It was also reported that the carrier misdelivered a batch, which is not something Fetch can help with, again, as we never received this.
  
  

• Initial Complaint

  07/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Delivered package to wrong address, see proof in photo they provided. Offered no response, redelivery, recompense nor apology. Refund demanded as Fetch has refused to respond nor admit fault but provided pictorial proof of theft.

  Business response

  07/29/2024

  We apologize for the inconvenience the resident may have experienced. Our agent attempted to assist the resident, but we understood the resident would only work with us via the BBB portal. We have reviewed the package issue for package ID ********* for reimbursement. We are reimbursing the resident $49.00 to the email we have on file ********************** Please note it can take 5-7 business days to receive reimbursement.
  The reimbursement email will come from Fetch Package *** with the subject line Fetch Package *** has sent a payment.
  If there are any additional questions or concerns, please do not hesitate to reach back out!
  
  

  Customer response

  08/01/2024

  Complaint: 22049875
  
  I am rejecting this response because: Fetch has not sent me compensation for the package they stole. The package was originally stolen by Fetch dba "***********************" on 7/23. It has been almost a week and a half and no money has been sent. Fetch has until tomorrow to send the refund for what they stole or I will be contacting the police and a lawyer.
  
  
  

  Business response

  08/01/2024

  As a gentle reminder, reimbursement was approved 7/29. It can take 5-7 business days from this day to receive reimbursement.
  
  

  Customer response

  08/02/2024

  Complaint: 22049875
  
  I am rejecting this response because:I do not have nor wish to create an account on an insecure scam ap "checkbook.io". The funds need to be sent via PayPal. 

  Business response

  08/08/2024

  The resident will need to create an account and then can select which method to receive their reimbursement through. This is a legitimate site and we will not be able to send via a form such as Paypal.

  Customer response

  08/13/2024

  Complaint: 22049875
  
  I am rejecting this response because: the app you sent the money through is a phishing scam to collect personal bank information. This in and of itself should be a separate complaint and lawsuit. Are you being paid to shill for that app? It is not reputable. The payment needs to be sent via PayPal or a physical check needs to be mailed.
  

• Initial Complaint

  07/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am forced to pay $30 a month by my apartment complex to have packages delivered by fetch. I ordered off Amazon, and the package was delivered July 20th to the Fetch Facility. Once I never received a delivery window from Fetch, I reached out to CS on the 21st to get help and at the same time I reached out to Amazon on the matter. Amazon does not help you at all if the package was delivered to a freight forwarder aka Fetch. They wipe their hands of liability, the Amazon CSR said Fetch will be the one to help me. Well I received an email today, the 25th, from Fetch saying they dont have the package and that I need to reach out to Amazon about it. Yet again, trying to make me go back and forth with these CSRs that are refusing to take responsibility. This is the 2nd time Ive had to repurchase all my items again because I cant even get my package I order delivered to me.

  Business response

  07/29/2024

  We apologize for any inconvenience this has caused the resident. Unfortunately, as the agent has already informed this resident, our team has noted a batch has been misdelivered via the Amazon carrier. We have conducted a thorough search and have cross-referenced packages received that day. We cannot be of further assistance here and it would have to be presented to Amazon as our facility never received this.
  
  

  Customer response

  07/30/2024

  Complaint: 22046312
  
  I am rejecting this response because:
  
  Regards,
  
  *******************

  Customer response

  07/30/2024

  Complaint: 22046312
  
  I am rejecting this response because:
  
  If this was amazons fault, they shouldve had record of a misdelivered batch and not said it is automatically ineligible for refunds due to being delivered to the freight forwarder. No one seems to be able to own up to this mistake. Paying $30 a month for a service I did and still do not want, just to have a middle man ruining the chance to get a package fixed. Too many cooks in the kitchen.

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

  Business response

  08/01/2024

  We cant speak to how carriers choose to handle misdelivered batches. Unfortunately, this never made it to our facility and therefore we cannot take further action here.
  
  

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a custom made bridesmaids dress for my friends wedding. Was delivered to fetch but they seem to have lost my package. So now time is running out, if I can even get it remade in time!!! Fetch has not been responsive and seems to be ignoring me. This is clearly a common occurrence and I have no choice but to use them due to my apartment policy. This is just unacceptable and ruining my friends wedding because people at this company arent doing their job.

  Business response

  07/29/2024

  We apologize for the inconvenience the resident has faced. It appears there was a logging issue, but our team located the package ending in tracking ***** and delivered it as of 7/25. If there is anything further we can help with, please let us know.
  
  

• Initial Complaint

  07/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Fetch has lost multiple packages of mine. The one prompting me to write this occurred last week. Amazon delivered my package to Fetch on Friday 7/19 and it was never scanned. When I reach out I get a robotic response that theyll look into it and then crickets. Ive sent multiple messages. I cant believe this keeps happening.

  Business response

  07/31/2024

  We apologize for the inconvenience and delay. Our Claims team is still investigating the residents issue. As they stated, our claims process can take up to 7 business days to complete at which point they will inform the resident of their findings and next steps. If the resident has not received an update by 8/2/2024, please let us know.
  
  

• Initial Complaint

  07/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I'm forced to use Fetch by my apartment complex. I ordered 2 items via Amazon and they arrived at the Fetch warehouse on 7/13, to be delivered on 7/14. Fetch did deliver the package... to a whole other apartment complex where the person had the same apartment number as I did. They thankfully took a photo of the package at the door - which wasn't my door. I tried to contact them and have heard absolutely nothing back from them (during any business hours) on refunding what I paid. It's so crazy how poor the customer service is.

  Business response

  07/23/2024

  We apologize for the inconvenience the resident has experienced and the delay. Our claims department has been reviewing their case which, as stated on July 15th, can take 5-7 business days to review. As of July 22nd, this claim has been approved and our team has issued a reimbursement of $15.00. Please let us know if we can be of further assistance. Thank you!

*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. ↩