ComplaintsforFetch Package, Inc.

• Initial Complaint

  12/16/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had at least 2 packages sent to my fetch address over a week ago and have not heard a word from fetch. These packages had expressed shipping for the upcoming holidays but its clear now that the company is uninterested in helping me to receive my packages. Ive tried every single method of customer support (2 phone calls, text, 2 emails, chat bot ticket) and have been given zero response. Please let me know whats going on and address my issue as soon as possible.

  Business response

  01/08/2022

  We would like to start off by saying we are so sorry for any negative experience that we have caused this individual. We certainly understand the frustration in not receiving packages same-day, we believe as a core value of our service that we should deliver same-day for every package. We would also like to apologize for our delay in response and help solve this issue.

  
  A few tickets were open between 12/14-12/16 (call back request, emails). Due to our high volume this holiday season our agents were able to answer these inquiries and begin an investigation with the facility on 12/18. Updates were sent on 12/19 and 12/20 letting the individual know this was still being looked into. The facility notified us on 12/20 that these packages had been picked up by the resident and this ticket was closed. We apologize again for the inconvenience and delay in resolving this issue.
  

  
  

• Initial Complaint

  12/16/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had a Amazon package delivered on 12/05/2021 to the Fetch warehouse. I scheduled the package to be delivered the following day with another package. The window for delivery I chose was within ****pm. When the delivery person came to my door, he only delivered one of the packages. I let him know I had two packages for delivery. He let me know he did not have the package and that most likely another driver would be delivering the other package. The delivery window finally ended and my package was never delivered. I never got any communication as to why my package was not delivered. I checked the app, and it has reset to having me chose another window for delivery the next day. Which I did.. that window also came and went and I never got my package. I reached out to every possible venue of contact listed for them. I emailed, I sent a chat message through their app, and I texted. No response. I called multiple times, but each time I had to wait an hour on hold. I eventually chose the call me back feature and again no one contacted me. I eventually was able to get through and spoke with someone. They could not provide me any answers about what happen to my package. I eventually asked for a manager to call me back. Someone did call me back, but told me they did not have any answers as the warehouse closed at 7pm. I was told they would call in the morning to inquire about the package. TWO days later an email from someone asking for receipts. As of today, I have no clue where or what happen to my package their managers dont respond to my emails, even after they said they would personally be taking care of the email communication. All I want is package and someone explain to me what happen! The customer service here is non existent. Communication is key, and they clearly try to avoid it with 1 hour wait times that eventually hang up on you. How is this even legal? I cant believe this is still a business. I need my package and a clear explanation of what happened.

  Business response

  01/03/2022

  We would like to sincerely apologize for your experience with this issue. We want to do everything we can to locate lost packages. Any time they are lost, especially for personal items like this, we escalate the situation to our claims department in order for a resolution to be found.

  
  We see that the individual submitted a callback request on 12/7 at 10:51, additional tickets were submitted until 19:54. A callback was performed at 20:53 and information was collected for an investigation to begin. The ticket was then escalated to be handled by a Supervisor. An email was then sent from a Supervisor at 21:56 stating this would be followed up with by the team in the morning. Another Supervisor sent a follow-up email at 10:22 on 12/8 after asking the facility for an update. 

  
  When it was determined this package couldnt be located so receipts were requested at 17:28, along with a link sent depicting reimbursement procedures. The claim was submitted at 18:18 and the resident was notified of its status. On 12/13 at 9:18 the individual sent an email requesting the status of the package, and another at 15:32. At 16:46 one of the previous Supervisors dealing with this claim emailed that this was the third day and claims take up to five business days

  . 
  The individual emailed 12/15 and also called at 20:23 and was transferred to an additional Supervisor. They were told that once a ticket is sent to the Investigation and Claims team it is in a different department, and resident support Supervisors do not have access to the ticket to receive notifications. On 12/16 the individual was sent an email update from the Claims team at 8:16 stating they would reach out by the end of the day if the package wasnt found. The package was found by the end of the day and was available to be scheduled. The individual reached out on 12/17 and 12/18 for calls from Supervisors that previously handled this ticket. On 12/21 the ***************** sent a follow-up email to make sure the delivery was received and compensation for the experience. Two additional emails were sent by the individual acknowledging receipt of the package and of the previous follow-up.
  

  
  

• Initial Complaint

  12/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have a package containing perishables that needs to be delivered within 24 hours. The package was scheduled to arrive Saturday December 11th 2021 at 8 PM to 10 PM. The package was delayed with no updates status what so ever.I received phone contact on Sunday December 12th at 1:57 PM EST after complaining on social media. I requested the following expectation to receive a phone follow up no later than end of business Sunday. The package was scheduled to arrive Sunday December 12th 6PM to 8 PM EST.At Sunday December 12th 8 PM EST, the package delivery was canceled BY FETCH PACKAGE and I must select a new delivery slot Monday and beyond. Also there was no follow up today as requested via phone or E-Mail.The package has gone over 2 days with refrigeration and non refrigeration and no way to guarantee the perishables are still intact.

  Business response

  01/03/2022

  We would like to apologize for the delay in investigation and resolving this issue. We want to do everything we can to locate lost packages, especially perishable items. 

  The initial ticket was received 12/12 around 13:21. A callback request was also made at this time. It was approximately 14:04 when this call was made and the investigation was started. The package was located and delivered on 12/13 at 11:35. Receipts were received for reimbursement. The claim was approved on 12/22 and the individual was compensated.
  
  

  
  

• Initial Complaint

  12/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I dont know how fetch is legally operating in *******. None of the packages are delivered in the time frames that are scheduled or promised. I have been trying to get a resolution on a lost package for almost 3 months. Ticket number *******. I had an extremely sensitive package that was supposed to be delivered to my door yesterday. It hasnt even been scanned into the fetch system yet. Fetch said they made a delivery 1zr645720321936870 to my door. In the delivery picture- there is no package. Its literally an empty picture. This company is scamming several hundreds of residents each day.

  Business response

  01/06/2022

  We would like to apologize for the delay in investigation and in resolving this issue. We want to do everything we can to locate lost packages, especially for personal items like this.

  Ticket number ******* was opened at 9:32 on 11/13 by the individual stating a package was missing and it was delivered to Fetch on 11/5. Another message was sent saying 11/9 was the delivery date as well. We responded to this inquiry at 13:16 requesting tracking information and address the package was shipped to. The shipping address shows this package was sent to the individuals address as well as **** tracking showing this was left in a mailbox. To verify if this was received, the investigation was started at 15:28 with the facility to attempt to locate the package. A follow-up email was sent on 11/14 updating the individual this was still being looked into. The package was not located by 11/15 so an email was sent alerting of this issue and requesting additional information from the carrier (****). 

  On 12/12 a new ticket was created asking for an update in regards to a different package. An agent followed up to make sure this package was delivered after showing as delivered on our end. The ticket was automatically closed after 72 hours by our system due to inactivity.

  The individual reached out from a different account on 12/12 as well, starting a new inquiry. An additional ticket was started from this account as well for the package missing from ticket ******* (started with the first account). 

  It was found that on the second account, an inquiry for the package in question (*******) was made on 10/23. Due to the high volume an agent responded on 11/4 informing this package was located and able to be scheduled. The following information was requested: your email, phone number, apartment ommunity name, and apartment number. The ticket was also closed by our system due to inactivity.

  With the second account, the individual reached out on 12/12 mentioning 1zr645720321936870 missing as well. Due to volume, our team responded to this ticket and started an investigation on 12/17. When this couldnt be located receipts were requested. We received the final receipts on 12/21 and processed two separate claims. One claim concluded 12/24 and the other 12/31. The individual has been compensated for missing packages. We would like to once again apologize for the inconvenience this may have caused.
  

  
  

• Initial Complaint

  12/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 2021-12-08, a representative of Fetch Package visited us in our apartment complex here in ****** to explain the new service we were being forced to use to receive packages at our apartment complex. Upon review of the Terms of Service, we found this service completely unsuitable for use. The Terms of Service are 11 pages of legalese that include lines like "Fetch reserves the right, at its sole discretion, to determine which users are in violation of its fair use policy," "You agree to release, indemnify and hold Fetch and its affiliates and their officers, employees, directors and agents harmless from any and all losses, damages, expenses...", a disclaimer of warranty, a User Protection Policy that "can be suspended, modified, or revoked at our sole discretion without prior notice to you," a waiver of any claim to any damages not covered by the already limited User Protection Policy above, and an agreement to forgo your rights to a court trial in favour of Mandatory Binding Arbitration held at a JAMS court in ******, **. Furthermore, the ToS can be altered at any time without notice.We have been told that attempting to bypass Fetch for deliveries to the complex will result in our packages being delivered to Fetch anyway by ***** and **** I have found no evidence that this is true. But if it is, it amounts to being forced to sign an anti-consumer piece of legalese and pay $15 a month for the privilege of doing so. We would ask that the Terms of Service eliminate the section about changing without notice, the removal of the Mandatory Binding Arbitration Clause, tightening up the Indemnification Clause so it only encompasses willful or negligent behaviour on part of the users, and removal of the requirement to go to *****. Alternatively, assurances that we can bypass Fetch and get deliveries to our home address will be acceptable.

  Business response

  12/23/2022

  We apologize for our delayed response. We have recently improved are processes and wanted to reach out to ensure if we have resolved this matter or how we can be of further assistance.

  Customer response

  12/27/2022

  Complaint: 16347903
  
  I am rejecting this response because:
  
  The response doesn't detail what they've done to improve their business processes and contains a misspelling as well. This response was delayed by over a year. 
  
  Regards,
  
  ****** And **********************************

• Initial Complaint

  12/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Every month, I am billed $11 for the service Fetch provides: they receive a package from the carrier, such as ****************** etc. They then notify me through an app on my phone that I have received a package and I select a time to have it delivered from their warehouse to my front door. Ordinarily, packages are delivered on the day they are received, but sometimes there are slight delays. However, on Friday, December 3rd, Amazon notified me that a package I had ordered was delivered. The package in question was a pair of Airpods Pro, for which I paid $159.00 plus $11.53 in tax for a total of $170.53. I did not, however, receive notification of this package being received by Fetch. This sometimes takes a few hours or even a day so I waited. However, the following Monday (December 6th) I received a notification of a different package from Amazon received by Fetch. This package was delivered to my door later that day, but my missing package had still not even shown up in the app despite being received sooner. I contacted Fetch through their automatic assistant in the app who said a representative would email me shortly. After no email for two days, I sent an email to them. After receiving no response I called and was put on hold for a half hour, after which I was disconnected as there were "no representatives available" to take my call. I cannot contact the company at all, but this was an expensive order that's just totally missing. Attached is a transcript of my conversations with the virtual assistant, as well as the delivery confirmation and order invoice from Amazon.

  Business response

  12/19/2021

  Wed like to start out by sincerely apologizing for any stress we have caused or any negative experiences this individual may have had with our service. We hold ourselves to a high standard, and we always want to ensure that our customers are getting seamless and exceptional delivery service as soon as their package is in our hands.
  
  Customers first reached out in regards to this missing package on 12/06, we responded on 12/08. We began the investigation by reaching out to the facility in regards to this missing package. We kept in contact as we received word the package was in fact not at the facility. On 12/10 we requested receipts in regard to this missing package so we could submit this to our claims department for reimbursement.

  Customer response

  12/20/2021

  Complaint: 16347100
  
  I am rejecting this response because:

  Fetch's account of this is inaccurate, and the issue is still not resolved within the time frame they had provided previously. I was first contacted by them on 12/10, not 12/8 as they said. Additionally, I was told on Monday, 12/13, that the claims team would have more information for me withing 3-5 business days. Today is Monday, 12/20 and I still have not received word from the claims team through text, phone call, email, the Fetch app, or my Fetch support ticket. In addition, the price to replace the item is greater than the cost of the item was when I purchased it due to a sale that has ended, and they have not told me whether or not they will reimburse me for the replacement of the package which they lost.

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

  Business response

  01/06/2022

  Initial investigations with the facility and management team began on 12/10 and receipts were requested at the end of the day when not immediately found. When receipts were received by Fetch on 12/13, a Supervisor advised the claim process was being initiated and would be started when the Investigation and ***************** is back in the office. Hours were given noting the office is open weekdays 8-4 pm CST. The individual was also made aware that the ***************** will know more about the status of your claim in about 3 - 5 business days. During this timeframe, the individual purchased a replacement item and sent a follow-up email on 12/22 stating the time had passed to receive a replacement for Amazon, and they bought a replacement from ******** We then received the receipt and an email requesting full replacement cost (additional purchase included) be reimbursed.

  It was found that this package was delivered after hours (23:11 on 12/3). This claim was denied and the individual was sent the following email on 12/23: "Due to Amazon delivering this package outside our normal business hours. Since our facility was closed at the time, the package was left outside and unsecured. We recommend you reach out to Amazon and file a claim with them. We apologize again for any inconvenience this may cause.

• Initial Complaint

  12/09/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  They claim a package was delivered on 11/30. I gave it several days to see if it showed up and asked my neighbors, nothing. I tried to contact Fetch about the no show package. I was told it was going to be escalated and they'd be in touch. That never happened. I called them and spent several hours on hold. Finally it said they'd call me back... Also never happened. I contacted them a third time, waited on hold for more than an hour before the system said they couldn't help me. Screenshots and tracking numbers attached.

  Business response

  12/19/2021

  
  Wed like to start out by sincerely apologizing for any stress we have caused or any negative experiences this individual may have had with our service. We hold ourselves to a high standard, and we always want to ensure that our customers are getting seamless and exceptional delivery service as soon as their package is in our hands.
  
  Upon investigation we were showing the customer reached out on 12/06. With our holiday influx we began our investigation on 12/11. We responded and asked the customer if the ********************** was still missing from this situation. Our investigation left us to see that said package was delivered to the customer's home during the window the customer agreed to. ********************** was seemingly stolen during the time after it was delivered. We recommended changing the status of the customer's account from Leave Status to Do not Leave Status to avoid this situation happening again.

  Customer response

  12/20/2021

  Complaint: ********
  
  
  I am rejecting this response because: the issue has not been addressed. The questions I've asked have not been answered. I'm waiting in my local Fetch rep *** as my apartment management finally gave me a direct number since Fetch customer service was deplorable.
  
  
  Regards,
  
  
  ***************************
  

  Business response

  01/05/2022

  Wed like to apologize for not addressing your request for reimbursement. It looks like this may have been an error due to miscommunication and we will make sure this is addressed. The package was seemingly stolen during the time after it was delivered. Because of this, we recommended changing the status of the customer's account from Leave Status to Do not Leave Status to avoid this situation happening again.
  

  When initially signing up for Leave status, a waiver is signed by the customer (whether written or verbal), stating that: 

  I authorize Fetch to release package(s)/delivery(ies) addressed to my residence when no one is present to accept delivery. Fetch will make only one delivery attempt and will not obtain a signature upon delivery.
  I understand that a Fetch delivery record will be conclusive proof of delivery, and I accept all responsibility for loss or damage after the package has been released at the address.
  I understand that Fetch retains sole and unlimited discretions to honor my Leave at Door request for any package (and may not, for example, due to delivery conditions such as adverse weather or safety).
  

  Unfortunately, due to these circumstances we are unable to process a reimbursement claim. We sincerely apologize for any inconvenience this may cause.
  

  
  

  Customer response

  01/06/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  I have asked my building to dissolve all relationships with Fetch. 5h3 continued failure to deliver in time, damaged and lost packages, cancelled shipments bus beyond reasonable.
  
  Regards,
  
  
  ***************************
  

• Initial Complaint

  12/08/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  TERRIBLE. These "Large Item" deliveries require me to be home during a specific 4-hour window (typically 4-8pm). I'm moving in and had 3 large items set for the same delivery window today. Cool. Except I'm sitting here at 10:17pm (see attached picture) when the window expired more than 2 hours ago with not so much as a smoke signal from Fetch. No email, call, text, app notification, nothing. The app actually STILL says delivery is set for "Today from 4-8pm." Seriously?? I have tried repeatedly to contact them, being on hold on the phone for hours until a bot comes on and tells me to call back later, emailing them, texting them, and using their useless "Scout" bot in the app. I have never gotten through on the phone or gotten any response to emails or texts in the past, so it's no surprise those yielded nothing today. So I'm stuck sitting here at home for 4+ hours with nothing to show for it. Unacceptable. One of the items was even supposed to be delivered yesterday (again, Large Item, so I have to be home) in the same 4-hour window, and nothing. I noticed after midnight the app updated to ask me to schedule delivery.... as if I didn't already have it scheduled and Fetch missed the window! I refuse to be chained inside for huge chunks of my personal time only to have Fetch completely disrespect my time without so much as a notification that NO package is coming. First thing tomorrow morning I'm calling my head of leasing at my building and complaining. I pay way too much for this crap.

  Business response

  12/23/2022

  We apologize for our delayed response. We have recently improved are processes and wanted to reach out to ensure if we have resolved this matter or how we can be of further assistance.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had a package delivered to Fetch on 11/30 and it is now 12/7. I emailed them and they responded late and delivered half of the package. I emailed them back to say that I'm still missing half of the package and I haven't received a reply at all from them. I've emailed twice and used their automated chat app 3 times and haven't received a single response. I want my package as it's the table portion of a desk so I have the stand built but no actual desktop to put things on. I'm super annoyed.

  Business response

  12/19/2021

  Wed like to start out by sincerely apologizing for any stress we have caused or any negative experiences this individual may have had with our service. We hold ourselves to a high standard, and we always want to ensure that our customers are getting seamless and exceptional delivery service as soon as their package is in our hands.
  
  The customer sent the initial inquiry about the missing package on 12/04, with working through the tickets we had at hand we responded to the customer on 12/08. We requested the tracking number of the missing package and it was revealed that said package was labeled to be delivered to someone who was not on the customers account. So it was not logged once we received it, with the tracking number provided to us the package was logged and delivered on 12/08.

• Initial Complaint

  12/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  My DHL package has delivered to fetch today, but it doesnt shows up in the app. And the package is really valuable for me, so I tried to text, email and call fetch. But there is no live person to reply me at all. I am really afraid my package was lost. The whole package worth more than $1000, and it shipped from my mom But I cannot find anyone to help me. And I have no way to seek help, so here is the only way I could do. Hoping it helps

  Business response

  12/14/2021

  We would like to start off by saying we are so sorry for any negative experience that we have caused this individual. The customer reached out to us on 12/05 in regards to this package, at that time we were unable to verify we had received the package. On 12/06, we followed up with the customer through two separate email attempts and received no response as to whether they did receive the package or not. If this package is still missing we would be glad to start a package investigation.

  Customer response

  12/14/2021

  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.
  
  

*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. ↩