ComplaintsforFetch Package, Inc.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On November 3rd my West Elm was delivered to their facility along with 2 other packages from different companies. I received notification that all 3 packages were set to be delivered to me that day between 12-2pm.I revived only 2 of the 3 packages. My west elm package was not delivered.After I reached out to them they emailed me back saying the package from West Elm was lost, i told them how it important it was for me to receive that package and the tracking showed that it was delivered and signed by one of their employees.They responded with there was nothing they could do but refund me back. They requested screenshots which I sent and 5 days later they emailed me a virtual check for only $45 when I sent then a screenshot showing I paid $322.04.I emailed them today around 10am and its been over 6 hours and no one has responded when they were so quick to respond to let me know my package was lost.This is not the first time.They lost a package of mine June 2021 another in December of 2020 and April 2020 which they never even refunded me for.This is unacceptable, neighbors and others that use this service have experienced the same.we are forced to use their service so I have no choice, I dont have anywhere else to send my packages.Can someone please investigate this facility and help me get a response and my money returned for packages their employees loose.

  Business response

  11/10/2021

  We are very sorry for the delay in investigation and in the delay in resolving this issue. We certainly want to do everything we can to locate the package as a first priority any time they are lost, especially for personal items like this. We see that the individual submitted receipts that indicated that only one item was missing. The image for proof of purchase sent showed one set of pillowcases for $41 were missing. Due to this, the claims department  has only issued the reimbursement for the one item the receipt was submitted for as the tracking shows that package only contained that one item. We have reached out to the claims department and they will be reaching out to the individual to clarify and be sure we have all the correct information. Once that has been taken care of, they will proceed with the presented information. We are happy to answer any further questions as well. 
  
  

  Customer response

  11/10/2021

  Complaint: 16112890
  
  I am rejecting this response because:

  no where in that screenshot did it say only one item was in that order.
  it was a whole bed set.

  after no response for days, I barely received an email today and provided more screenshots of my order and amount paid.

  this is so ridiculous and so stressful!!!

   

   

  
  
  Marcie 

• Initial Complaint

  11/05/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Worst company ever i was forced to use this service , not only do the couriers not follow the policies stated on the website , but they disobey building codes .. i had a ottoman set for delivery i specifically told them not to deliver it and they delivered it anyways .. policies state that A. If product is over 25 lbs it cant be left in the hall due to fire codes , first policy broken , B. A large delivery was not supposed to be dropped without customer consent .. C. I told them 3 hours before they dropped it not to drop it .. D.Fetch courier signed for the package when it was supposed to be me signing for it .. did not take a photo or have any proof of delivery but it was marked delivered .. i get home and there is no package .. i reached out to report the product missing and it took over 24 hours to get in touch with someon and that was only after i had to call them .. and when i finally got in touch with someone they basically gave me the run around and defended the package being delivered when there is no proof , THIS IS THE WORST SERVICE I DONT RECOMMEND ANYBODY USE THEM

  Business response

  11/05/2021

  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.
  
  After reviewing this customers account, we found that the package that they are referring to was marked as delivered  on 11/03. The individual reached out to us on Wednesday 11/03 3:36 PM to state that they would not be home until 7:00 PM to receive the package. The original window for delivery was between 4-8PM 11/03. We followed up with a response on 11/04. This delay is very concerning, and we definitely think users should get faster service. While we are working to hire up to support our experience team, the fastest way to get in touch with us is through our bot, **** which you can find in our resident application. It expedites urgent issues and assures we have all information on hand to quicken the resolution time. Package was not at the door as the individual arrived home and contacted us. The package was then signed by Courier and no picture of delivery confirmation was taken.  Typically, due to volume and routing, we are unable to accommodate time-specific delivery requests, which is why we offer a delivery window. We see that this package was delivered in the time frame on 11/03. Due to the lack of proof of delivery photo, we are requesting to reimburse the resident. We are currently conducting an investigation and in the event the package cannot be located, the customer's ticket will be sent to the claims department for review and compensation.

  Customer response

  11/05/2021

  Complaint: 16095890
  
  I am rejecting this response because: this company did not follow their own procedures and in the buokdings fire code it states that a product that size should not have been left in the hall , not only did they break their own policy by signing for a package when i was supposed to be the signer , they claimed to not get my message when it was sent 3 hours before delivery , they disobeyed a buolding code set by the fire department 
  
  Regards,
  
  *******************************

• Initial Complaint

  10/26/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  At the start of October Fetch supposedly assigned a manager to ensure breaches of service would no longer occur because it's been just as egregious in the past few months as what I'm about to share. I messaged said Fetch contact on 10/21/2021 (01:18:14 AM EDT) letting him know of three breaches of service that week. As has been commonplace with Fetch in the past, I have received no response. All ID numbers that follow are just tracking numbers Fetch uses to track and deliver service.Keep in mind Fetch promised to remedy not showing up from scheduled deliveries and more importantly promised that parcels delivered to their facility by 5PM will be scanned in to allow scheduling delivery the same evening from 8PM to 10PM.Oct 14 - TBA167524836401 signed for by Fetch's facility at 1:30 PM. Wasn't scanned in to allow delivery that evening.Oct 15 - ********************** signed for by Fetch's facility at 12:30 PM. Wasn't scanned in to allow delivery that evening.Oct 21 TBA167964437701 was scheduled for delivery to my home that evening. No one came as promised. No contact explaining why no one came.Oct 21 TBA167973356801, TBA168005085601 signed for by Fetch's facility at noon & not scanned in until next morning Oct 21 TBA168092568501, TBA168012677401 signed for by Fetch's facility at 11:25 and not scanned in same day Oct 23 ******************************, ******************************, ****************************** signed for by Fetch's facility. Not scanned in to allow delivery the following day.That's TEN breaches of service in ten days.

  Business response

  11/08/2021

  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.
  
  While we cant control carrier delays, we are working very hard to keep up with our growing volume and are working to add team members and improve technology so that the individuals do not face any delays. After looking into this individual's account we do see they did not get same-day delivery on October 14th, 21st, 22nd and the 23rd. This is concerning and we will definitely escalate these consistent issues to our operations management. In regards to the individual not receiving their packages in the scheduled window, we want to assure them that it is our protocol to send out a message if there are going to be any delays or changes to a delivery window. We apologize for the inconvenience and that a notice was not sent out to them.This is another matter we are hoping to resolve once the team is built out. For resolution we will have someone on our lead team reach out internally to see if there is anything we can do to help.

  Customer response

  11/08/2021

  Complaint: 16061298
  
  I am rejecting this response because:  "we will have someone on our lead team reach out internally to see if there is anything we can do to help."

   

  Who will be reaching out and when?  What is there name and email / phone contact?

   

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

  Business response

  11/10/2021

  We do sincerely apologize for any frustration or poor experience that we have caused this individual. 
  We will have one of the team leads who is available first to reach out to the resident via email and address any questions or concerns today 11/10/2021. We hope to be able to provide assurance that we will be doing everything we can to address the delays in logging packages and same day delivery.
  
  

  Customer response

  11/10/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I received a contact from a Fetch staff today.  For the moment the resolution is satisfactory to me but Fetch has broken it's word many times in the past so we'll see how it goes in the coming month.
  
  Regards,
  
  *************

• Initial Complaint

  10/21/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had a package delivered to Fetch on 10/14/21. The package was never logged by Fetch and never made it to me. I have called multiple times, texted, and emailed. No one will respond to me, and I don't believe efforts are being made to find my package.

  Business response

  10/26/2021

  We are very sorry to hear about the delays in support and in receiving this package. We think our users deserve reliable service and be able to get help in a timely manner when they need it. 
  We are seeing that this individual reached out to us on 10/16 regarding their missing package. We followed up with them on 10/18 for the first time from their initial inquiry, and then they had a delay in support until 10/22. This delay is very concerning, and we definitely think users should get faster service. While we are working to hire up to support our experience team, the fastest way to get in touch with us is through our bot, **** which you can find in our resident application. It expedites urgent issues and assures we have all information on hand to quicken the resolution time. 
  We are seeing that this package, tracking **********************, was incorrectly scanned in at our facility and was handed off to a different user. This is troubling, and we have certainly reported this issue to escalate it for review by operations management. This package is still under investigation in hopes of receiving it back and this individual is currently in contact with our investigations team. In the meantime, we will have a higher level team member get in touch with this individual, offer compensation for the item while we continue the investigation as well as offer additional compensation for their time.  We feel as though this will resolve the issue at hand.

  Customer response

  10/26/2021

  Complaint: 16046036
  
  
  I am rejecting this response because: I have not been given any information about compensation other than a request for a receipt for the package. Regardless, the contents of the package are irreplaceable family heirlooms, and I'm not sure how they would plan to compensate me for that. I'm all ears.
  
  Additionally, I have not been provided any details of the investigation despite repeated questions. Based on what I can discern, an email was sent to the person they gave my package to. I have not been told if they have actually spoken to this person or if the person has agreed to return the package.
  
  I'm appalled and a nervous wreck over the loss of this package, which cannot be replaced. Imagine if your family heirloom dating back to your great grandmother was lost. They are not doing enough.
  
  
  Regards,
  
  
  *************************
  

  Business response

  10/29/2021

  We are very sorry for the delay in investigation and in the delay in resolving this issue. We certainly want to do everything we can to locate the package as a first priority, especially for personal items like this. 
  We are seeing that this individual was contacted by a higher level team member on 10/26 regarding the issue and that while the user was asking for updates, our team was working on the back end to resolve the issue and locate the package in question. The individual is asking for more specific information regarding who the package went to or an email, but for privacy reasons, we are never able to provide personal information to other users. We always certainly do everything we can on our end to investigate these situations, and during the investigation we were definitely in communication with the person who received this, however, due to a lack of responsiveness from the user who incorrectly received this item from 10/22-10/27, it did cause a slight delay. Our investigations team reached out to this user several times in between those dates via written communication and call to try and get a response. We were able to get a response on 10/27 that the individual who received the item would bring it back to the community for the correct user. 
  We were able to get and provide an update on 10/28 that the package was handed off to this individual, and they have confirmed that they have received their package. In addition, we have offered additional compensation for his troubles on 10/26. We feel as though this resolves the issue for this situation. 
  

• Initial Complaint

  10/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The quality, level, and standard of service has gotten intolerable: 1) According to their website, pkgs should be logged same-day. In the case that they are not, the website says to reach out to have it looked into. Pkgs take 1-2 days (or more) to be logged and when I reach out to inquire, Im told theyre working on it, with no real resolution time. For example, I had a package delivered 10/1 and it was not logged until 10/3. 2) On 10/1, a pkg from Amazon was delivered. It was not logged into the system. I reached out to Fetch 10/3 and they told me it may be in that days batch. It was not until 10/6 that Fetch told me they could not locate the pkg, despite asking me to send the delivery confirmation. Further, they told me to work with Amazon and/or the carrier to get the lost pkg resolved. Fetch needs to reimburse me for the lost item since it was confirmed as delivered. 3) The logged pkg info is often incorrect, despite the packaging showing the right company name.

  Business response

  10/07/2021

  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, and while we cant control carrier delays, we believe as a core value of our service that we should deliver same-day for every package. 
  After looking into this individuals account, we see that the package in question that was marked by Amazon as delivered on 10/1 but never logged to this individuals account was an error on Amazons end. It seems as though this package (tracking TBA166686515401) was one of two entire batches that Amazon did not deliver to our facility despite marking all packages as delivered to us in their system (occurred 9/30 and 10/1). While rare, when this does happen, Amazon will typically still physically deliver the packages within the next few days, so we definitely wanted to cover all bases to make sure the package was still not in transit for the investigation, which did cause the delay. We do see that this resident notified us of the missing package on 10/3, we got the investigation started on 10/3, and we were able to resolve the investigation by 10/6. Our facility team did confirm with Amazon on 10/4 that the 10/1 batch was never delivered by them to our facility and was likely misdelivered, and by 10/6 the facility confirmed that Amazon would be unable to recover these. 
  Since this was an error on Amazons end, we do typically ask the customer to get compensation from the carrier on these. However, we will happily move forward with compensation for this situation and will have someone reach out to get this process started. We feel as though this is the appropriate resolution for this situation. 
  This individual also notes that the package information is often incorrect in their notifications for new logged packages. We can understand how this can be confusing when a notification shows a different vendor than what the user is expecting, so we will be sure to pass this feedback along to the correct individuals. Our objective is to get all packages logged as accurately and as swiftly as possible, so our tech team is also currently working on new logging technology that will prevent issues like this from happening moving forward.
  
  

  Customer response

  10/12/2021

  Complaint: 16001571
  
  I am rejecting this response because: While I appreciate the reimbursement for the lost package, the company has continued to not scan/log my packages on the day they arrive and efforts to reach out via text (as instructed if the package is not logged in by 7p on the day of delivery) have been unsuccessful. My messages are ignored/not responded to. Just yesterday, I had 2 packages that were delivered by **** at 11:39a, I reached out after 7p and never received a response. One of the packages was finally logged in at 4:51p today while the other was not logged in until 7:26p for some reason.

  Further, this happened again today -- a package was delivered at 2:05p and it is nearly 8p and has not been scanned in.

   

  This is unacceptable and goes against the standard of same-day delivery (or at the very least, logging in) that Fetch stands for. 
  
  Regards,
  
  ***************************

  Business response

  10/14/2021

  First off, we want to sincerely apologize for the delays that this user has been experiencing from our service. While delays in logistics are inevitable, we take pride in being able to provide a consistent same-day delivery service. 
  After reviewing the account, we are seeing that this individual had a delay in their **** (Tracking ********************** marked as delivered by **** on 10/11 and ********************** marked as delivered by **** on 10/11) packages being logged same-day, as they were not logged by us until 10/12. Since Monday was a holiday (10/11- Indigenous Peoples Day), we only received **** that would have been from Amazon since **** was closed and was not allowing us to pick-up. Since we pick-up all packages from **** daily at the same time they dispatch their drivers for the day, **** will also scan all packages as delivered and will place them in a dispatch area for us to pick up, meaning the delivery timestamp from **** may differ from when we actually have the package in hand. In this case, after our investigation, we have determined that **** marked these packages as delivered on 10/11 but did not hand them off to us until 10/12 due to the holiday, thus causing the delay. 
  As far as the packages that were logged at 4:51 pm and one at 7:26 pm, since we do receive hundreds of packages a day, they are often not grouped together, which can cause a slight delay in between logging each package if the individual is expecting more than one. I am also seeing that on 10/12 we logged this individuals packages at 9:30 pm and 10:33pm, which did not allow this user to select same-day delivery. Seeing that all of these packages were logged so late is definitely a concern and we want to be sure we are addressing these issues. Our ******* facility is currently experiencing extremely high volume, and we are doing everything we can to get support out there to ensure we are upholding our standard for the customer. 
  We also completely understand the frustration in not receiving fast support when needed. While our customer experience team works to add more team members and implement new technology to improve our response times, the fastest way to reach us is still through our chatbot, Scout, which expedites urgent inquiries. 
  For this individual, a Team Lead has followed up with them regarding this concern on 10/13 and are currently waiting for a reply from this user. We are happy to work with them on any further concerns and feel as though this will resolve this issue in the best way possible.
  
  Tell us why here...

  Customer response

  10/19/2021

  Complaint: 16001571
  
  I am rejecting this response because: While I appreciate the response from ***, the problems persist. For one, I have yet to receive a response to my text from Thursday evening, email Friday evening, or Saturday afternoon. Further, I had a package from Wayfair that was incorrectly logged as GAP and when I reached out, I did not receive a response. One package was delivered yesterday at 1:22p and it was not logged in by 7p, as per the company's policy. I did not reach out because I had not received a response to my earlier issues from Thursday 10/14. Attention to detail for logging packages and prompt responses to customer concerns remains an issue.
  
  Regards,
  
  ***************************

• Initial Complaint

  10/01/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Fetch is a package delivery service. The intent behind this service is to have packages delivered to a Fetch "facility" and then you schedule your packages to be delivered to your door for various timeslots. You also have the ability to not schedule a delivery and pick up your packages from their local warehouse. Each package shows up individually on their application.I ordered a few things off of Amazon. 3 packages, one was very cheap that I needed ASAP and the other two were ~$800 combined. The first package showed ** in the app and I scheduled it for delivery to be left at my door (needed ASAP). I then went out of town for 3 days without cell service. When I came back the remaining two were auto-scheduled without my consent and all 3 were stolen. I accept responsibility for the first, however the more expensive packages I had intended to leave at their facility to pick ** myself. Auto-schedule is not in the *** and C's nor is it on the website. Fetch refuses to refund.

  Business response

  10/04/2021

  We would like to start off by sincerely apologizing for any inconvenience we have caused this individual. Our service and product were built with the objective of **********-friendly and our product features were created to be what we feel is most convenient for the user based on customer feedback and request, however, we certainly understand the frustration in not receiving packages when you expect them. 

  After reviewing the account, we are seeing that this individual scheduled their 1st out of 3 packages at 11:04 am on 9/08 for the 4-6 pm time slot on 9/10. Our cut-off time to schedule delivery for the 4-6 pm time slot is 3pm. When a package is scheduled for delivery in our system, any other packages that are subsequently logged before the cutoff are also automatically added to the original chosen window so the user can receive all of their *********************** at once. We do this for convenience, since many of our customers do receive several packages daily and want to receive them all as soon as possible. This individuals other two packages were logged before 3 pm (at 11:27 am and 12:12 pm on 9/10), so they were therefore automatically added to be dispatched in the 4-6pm window on 9/10 as well. 
  

  Additionally, for every time a package is scheduled for delivery like this, the user does receive a notification explaining that the package was automatically added to the original window so they have time to adjust or cancel any deliveries that they wish to not be dispatched. We are seeing that this individual was notified via Email and SMS of these 2 additional packages being automatically scheduled for the 9/10 4-6 pm window on 9/10 at 11:27am and 12:12pm. Since the packages were left at the door per the users account preferences, our investigation found that the packages were stolen from the door after delivery on 9/10. While we are also seeing that this individual got notified via SMS and Email that all 3 of their packages were delivered with a proof of delivery photo to their door on 9/10 at 5:08pm, they did not reach out to us to report the missing packages until 9/12 at 5:42 pm. 
  

  Due to all of the above information and research, we have determined that we will not be able to compensate this individual for their missing items at this time. We have asked this individual to reach out to Amazon, the vendor of their item, to submit a claim for compensation. If Amazon is unable to compensate this individual, our ***************** did ask the user to kindly reach back out to us with proof of this, and from there we would be happy to move forward on our end and compensate.
  

  
  

  Customer response

  10/04/2021

  Complaint: 15922176
  
  I am rejecting this response because:

  To add some color to the response from Fetch - I received the first notification of my package on 9/8 at which point I scheduled the package to be delivered and left at my door as I needed it ASAP.  After I scheduled the delivery, and before the 2 remaining packages were received at the Fetch facility, I left for the weekend to go camping in the mountains and did not have cell service until Sunday (9/12).  Prior to losing cell service for 3+ days I had no notification that 2 additional packages had been received.  I had intentionally planned to leave these 2 packages at the Fetch facility as I knew they were high dollar value and did not want them stolen.  I should also note that I did not need these ASAP and was willing to wait for them.  To my dismay, when I returned on Sunday I had several texts from Fetch stating these 2 packages had been received and were auto-scheduled for delivery.  Had I been in town, or had cell service, I would have requested these not been delivered. 

  The underlying issue here is that no where on the Fetch website or in their Terms and Conditions does Fetch make clear that packages will be auto-scheduled if a package is received prior to the delivery window.  Thus, customers have no way of knowing that packages will be auto-scheduled until it has already been done.  This appears to be a common problem/pain point in speaking with both employees of my apartment complex as well as other tenants.  In fact, after speaking with the first Fetch individual on that Sunday (9/12) he was also confused as to why these packages were auto-scheduled.  I would also note that no one I have spoken to at Fetch, my apartment complex (tenants and employees) understands this is how Fetch works until I received an email response on 9/21 after 2+ weeks of back and forth, and this response here. 

  As I stated, I accept responsibility for the first package, that was a risk I took to have it left outside my door and I was okay with that risk given it was a low dollar value product.  The remaining two were auto-scheduled without my consent and hence why I reject this response from Fetch.

  I would ask Fetch to please detail how customers are supposed to know this auto-schedule feature exists prior to using their service for the first time. 

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

  Business response

  10/05/2021

  We do sincerely apologize for any frustration or poor experience that we have caused this individual. We do recognize the frustration behind not having information about a new apartment-wide amenity before-hand, and we have passed this feedback on to the correct teams to look into. 
  The current process for this information being passed along to residents is that once an apartment community is onboarded with Fetch, Fetchs account team does a comprehensive training for the onsite community team, which includes relaying this feature information to them. In addition, our customer support team is trained to understand this feature and be able to explain it as well if there is any confusion.  We do see that this individual first reached out to us on 9/12 regarding the missing items, and our support agent was able to investigate, confirm, and relay information about this automatic scheduling feature on 9/12 from the interaction. 
  This package scheduling feature was created for ease and to avoid users who receive many packages a day from having to manually schedule each one. This feature has been received extremely well by our customers and we have received very few complaints regarding it in the many years it has been active, which is the reason why we have not actively advertised it. We do certainly want to notify customers regarding their packages, which is why we do send out notifications each time a package is logged and scheduled, even if added to a window automatically. As noted, we will also pass along this feedback to the correct people for review, as we definitely understand the concern. 
  Due to the circumstances, we will happily move forward with compensation for the missing items if this individual is able to provide proof to us that the vendor will not compensate. We feel as though this is the best resolution at this time and we are more than happy to assist with any other concerns or questions this individual may have in the meantime.
  
  

  Customer response

  10/06/2021

  Complaint: 15922176
  
  I am rejecting this response because:
  

  For transparency, Iwill continue to reject these responses until compensation is actually made or agreed to in order toensure the record here details the entire transaction.
  
  Parts of the lastresponse are not accurate and/or false.  To clarify - the Fetch team was unable to correctly inform me about anauto-schedule feature until 9/21 via email.  When I spoke with their team on 9/12 they indicated on the phone thatthey were confused as to why my packages were auto-scheduled.  Then on 9/17 their team was still unclear howthis function works stating via email at 5:21 CDT "In regards to these twowe are showing the account was on an auto scheduling when the packages werereceived and that's why they were delivered."  Based on this response it is apparent thateither this is a setting that is inaccessible to customers, or Fetch employeesare not aware of how their own platform works.

  I feel it's worth noting for future views on this post that it is my opinion the auto-schedule feature is not done out of courtesy to the customer.  In my opinion it is done as a cost saving mechanism to prevent drivers from running the same route multiple times as well as keeping warehouse shelves clear.  This is very similar to how our apartment complex tried to sell us on this service as being customer friendly, then after several rounds of back and forth finally admitted it was a cost saving decision for their team.  Ironically, this is how Fetch advertises their service on their own website. I would encourage the Fetch team to review my apartment's community message board.  Finding a positive review about this service is near impossible, similar to the reviews for Fetch on google.
  
  I do have a fewfollow up questions based on a few statements made in the last response fromFetch -
  
  1. Please explain how the on-site training addresses employee turnover of the on-site staff?  Please explain why the current process is sufficient given the property manager at my complex was unaware of this feature as well as certain Fetch staff. There's a very simple solution such as a pop up notification when you select to deliver a package that states something along the lines of "all packages received between now and the delivery window will be bundled together for delivery."

  
  2. Please explain why Fetch feels it is justified for me to seek compensation from the vendor who did not have care, custody, and control of my package when it was delivered without my consent.  I do not ask the ******************* for a refund on rotten bananas when I buy them from the grocery store, I ask the grocery store.  While I appreciate the offer for compensation contingent upon receipt of a refusal to compensate from the vendor I ordered these packages from, that is not ethically or contractually how this should work. If Fetch is able to detail why requesting a refund is justified, I will happily do so.
  

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

• Initial Complaint

  09/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ok, ******* , ** I only have one word to describe this company - HORRIBLE . I checked their reviews on ****** , and they have 1 star reviews , on every city you search them. How embarrassing !! Somehow my building still uses them. I have never seen a company with 1 star review across social media !!! I wont renew my lease because of them and I am not the only one .Now, my packages never get delivered , lets say they receive half my packages and and schedule them for delivery. Half of them get delivered and the other half get lost. They blame them on the drivers or any other issues , but I never receive them. The other time the packages dont even appear on my app and I have to file claims for their customer service to find them and schedule them for delivery . ( that it it works )It is absolutely the worst company I ever came across, and I am forced to do so - lease obligations.I have proof, receipts and emails .So far I am $200+ on a hole with lost time and money.

  Business response

  09/29/2021

  First off, we do sincerely apologize for any negative experience we have caused this user. We understand that not receiving packages correctly and in a timely manner can be extremely frustrating, and it is our goal to provide fast and efficient service to every customer. It saddens us that we have not yet provided this user with the excellent service that they deserve and that we know we can provide. 
  

  After reviewing this individuals account and correspondence with us, we found that the majority of the missing packages that this user has reported to our support team were logged in our unclaimed packages account. This means that the package either had a name or code on the shipping label that did not match any account when it had arrived to our facility for logging, or there was a discrepancy on the label that lacked the information we needed to link it to an account accurately. These reports occurred on 8/20, 9/3, 9/8, 9/23, 9/24, and 9/27. For all of these instances, we were able to get the package logged and delivered to the user after they had reported the delay to our support team. 
  

  We were also able to see that this users account had a delay in receiving their packages on 8/31, 9/22, and 9/23 all due to a dispatch error, meaning the package did not leave our facility for the delivery window. This is extremely concerning, and we want to do everything we can to prevent this from happening moving forward. We were able to locate and deliver all of the missing packages (Package missing on 8/31 got delivered on 8/31, and the packages missing on 9/23 got delivered on 9/24) with the exception of the missing package from 9/22. For this item, we have expedited the claim to our Investigations and ***************** and they will be compensating this individual for their missing items as well as sending an additional compensation for their troubles. We feel as though this is the best resolution to this for now, however, we are happy to help this user if they reach out to us. 
  

  
  

  Customer response

  10/01/2021

  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.
  
  they have reached out to me via email and phone and we have fixed the issue with a refund and all the necessities . 
  we can close this complaint and I appreciate it . 

  
  Regards,
  
  ******* Cucuiet

• Initial Complaint

  09/15/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 9/13/21, I received a notification from Fetch Residential that my package from Amazon has been received that it will be delivered between the 12 pm - 2 pm time frame. When upon receiving my "delivery", I saw that I received someone's package with my Fetch labeling (which I have attached below). I reached out to Fetch Customer Support to let them know I received someone else's package rather than my own package. I had to make sure that the tracking numbers listed on the Fetch Resident portal were correct to find the missing package so they launched an investigation. And I received an email from ***** at 10:52 pm on 9/13/21 saying that I should reach out to the vendor since my package was "stolen" in my secure building. The only people that have access to our building is the residents, management, and fetch vendors. Again, they resume no responsibility. They need to.

  Business response

  09/15/2021

  First off, we would like to apologize for any stress we caused this individual. We understand the frustration behind not receiving the correct package, and we always want to make sure we are making things right for our customers when errors do occur. 
  
  After looking into this, we were able to find that an investigation was started for this situation when the user wrote in to our support line on 9/13, and we found that the incorrect package that they had received had been mislabeled by us, which is why it was misdelivered. The package was meant for a different user. We were able to get this item picked up from this user on 9/14 and redelivered to the correct person. 
  
  On 9/14, our Live Delivery Investigations team also sent this individual a message regarding the package that they were still missing. They noted that the missing package may have been stolen from their door, and per policy and liability, this user would have to reach out to the vendor for compensation on this as Fetch does not compensate for packages stolen from residents who have activated the Leave at Door setting. After reviewing this, this message was sent in error and is incorrect, as the package that they were missing was also mislabeled and misdelivered to a different user on 9/13. Since this should not have happened, we have ensured that all errors have been reported to the correct team leaders for review and feedback. 
  
  We were able to correct this individuals misdelivery as well and redelivered their correct package to them on 9/14. This user confirmed with us that they have received their correct delivery. We feel as though this issue is resolved at this time, however, we are more than happy to assist if any other concerns arise.  
  
  

  Customer response

  09/15/2021

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

• Initial Complaint

  09/07/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Fetch Package entered into a agreement to provide daily mail delivery by means of their carriers. Multiple complaints have been lodged this past year without meaningful remedy of honoring the service agreement. Having nothing to do with holidays, I count more TEN times in recent months that Fetch has skipped scheduled deliveries and just reset them to unscheduled status. I count more than a dozen times we've remained home or awake for deliveries, only to have Fetch arrive several hours later than the scheduled two hour delivery time window. Last night and this evening, we have had delivery scheduled from 8PM-10PM only to have Fetch surreptitiously change it to 6PM-8PM. And even despite their changing it without any communication, they still didn't deliver the schedule packages and reset it to unscheduled status.

  Business response

  09/07/2021

  We deeply apologize for any inconvenience that we have caused this user and for the dissatisfaction in our service. Our objective is to provide an efficient and smooth experience for our customers and we believe that everyone should get same-day and punctual delivery of their packages. 

  
  This individual mentions that they recently had a delivery scheduled that was set to arrive from ****pm and that it was reset for 6-8 pm and subsequently never delivered. After their account and communications with us, we do not have any reports of this error, however, we want to make sure that we get on this right away and have assigned someone to assist them. We see that a package was set to be delivered on 9/3, however, it is stuck in out for delivery status as of that date. Typically this means that there was a dispatch error from our facility end or an error while delivering which is concerning, so we want to make sure we launch an investigation for this. 

  
  Outside of the above incident, the last delivery delay that we were able to locate was on 8/03 due to this user having an oversized ********************** in which we need a special delivery crew for. We communicated with the resident on this date that we would be moving the delivery to a window that we would safely be able to get it out to them. Prior to this, we reached out to the user on 4/26, 4/28, and 4/29 that we would be moving their delivery window due to volume, however, this is the last delay in delivery that has been reported to us and that we can see on our end. 

  
  This customer does receive multiple *********************** in each delivery, so we always want to make sure that we are staying on top of communication if there is an error that occurred on our end. The last time that this individual reached out to our support team was on 6/09, which was in regard to a different inquiry. As a resolution to this, we will ensure that we have a customer support team member assist them with their most recent delay and will also send them compensation as an apology for their negative experiences with us. We are more than happy to help if they experience any other issues.
  

  
  

  Customer response

  09/16/2021

  Complaint: 15834814
  
  I am rejecting this response because:
  
  Dont have any reports.  Thats because pretty much every single week,in one way or another, Fetch, isnt honoring its delivery agreement.  I lodged numerous complaints months past.  It was pushed up to an account manager.  It hasnt subsequently improved, so this timeIve complained via BBB.
  
  There should be no such thing as reset.  When person schedules a haircut appointmentor pizza delivery its unacceptable for a vendor to change the appointment totwo hours prior without notifying the customer, or any consent from thecustomer.  That is exactly what Fetch wasdoing.  Im tired of hurrying home fromwork to be present for delivery from ****PM only to have the scheduled deliveryignored by Fetch.  Worse, there isnt anycommunication regarding the skipped deliveries.  Sure, there were three communications in APRIL, apologizing for skippeddeliveries.  How about the ****** skippeddeliveries in subsequent months of which there has been no communication?  Unacceptable.
  
  Today, Sept 16, delivery was scheduled fromnoon-2PM.  Its now 6:15PM.  (screenshot attached)  No delivery has been made nor has there beenany communication.  Totally on par for aregular week with Fetch.
  
  As for the oversized package.   It wasdelivered to Fetch Monday Aug 30th.  What actually happened is we scheduled it for delivery.  The delivery went ignored day, after day,after day, after day, with ZERO communication from Fetch explaining why thedelivery was being ignored.  I filed theBBB complaint on Friday Sept 3rd and Fetch didnt delivery until Sept7th.  BBB representative I askthat you bear in mind that Fetchs delivery service is seven days a week, sothis neglecting delivery for an entire week is especially bad.   I sometimesby things off **** of which I only have seven days to dispute product damageand Fetch delays make that more untenable.
  
  Another serious aggravation with Fetch is mostof my express delivery parcels are delivered to Fetch between 11AM-1PM.  Yet, its common for Fetch to only scan inthe parcels to make them available for scheduling delivery until after 7PM (6-7hours delay).  This delay makes schedulingdelivery that evening not possible.  Thefirst few months of Fetch service this was not a problem.  Now its frequent.  What is the actual service level agreementpromised in the delivery contract??  Iask again. What is the actual service level agreement promised in the deliverycontract??  Surely, Fetch isnt honoringtheir end of the agreement.
  
  It sure would be nice if Fetch allowed automaticscheduling for the next available delivery window.instead of customers havingto await messages sent by Fetch at scattered hours every day to actuallyschedule delivery.  It was so much nicer when*** and ***** would deliver parcels directly to our home at their firstpossible convenience.  99% of the time wedreceive parcels from *** on the expected day and not delayed an additional dayas is common with Fetch.  
  
  
  
  
  
  
  
  Regards,
  
  *****************************

  Business response

  09/17/2021

  First off, we do want to sincerely apologize for the stress that we have caused this user. We definitely understand the frustration in not getting timely deliveries, and we take these reports very seriously. Our goal is to provide a convenient and fast service to all of our customers, and that includes getting same-day delivery for all packages. 

  
  While we cant control carrier delays, our Service Level Agreement does state that we should be able to provide same-day delivery for all packages as long as we receive them from the carrier before 5 pm. We are seeing that this user had a 1 or more day delay in receiving their delivery for packages logged on 9/09 (delivered on 9/10), 9/10 (delivered on 9/13), and 9/14 (delivered on 9/15). Out of those, the packages logged on 9/09 and 9/10 were logged at a time in which same-day delivery still could have been scheduled and selected, however, we are seeing that the delivery logged on 9/09 was not scheduled for delivery by the user until 9/10 and the delivery logged by us on 9/10 was not scheduled for delivery by the user until 9/13. The other instances are very concerning, and we will make sure we look into these errors and review them. 

  
  The communication issues are definitely a concern and are frustrating for us as well. We want to make sure residents are updated if there will be a delay or disruption in service, and we understand the inconvenience of not being notified of a disruption. We currently do not have an efficient and accurate way to notify residents of these delays, however, our tech team is currently working on a tool that will fix this issue and drastically improve this communication. The update should be released very soon. This individual also mentions that they wish we had an option for automatic scheduling of delivery. We do offer this express scheduling option in our resident application, however, users do have to have the Leave at Door setting enabled to select the express delivery and this individual is on the Do Not Leave setting. 

  
  In regard to the package that this individual states was set to be delivered on 9/16 and still had not arrived, we certainly want to make sure we are looking into this as the missing package had not been reported to our support team to look into. We will have a manager reach out directly to this individual to begin the investigation and address any concerns they have directly.
  

  
  

  Customer response

  09/23/2021

  Complaint: 15834814
  
  I am rejecting this response because:

   

  September 16th, I alerted you to the latest delivery missedtwo days in a row that was mysteriously deleted off of Fetch's deliverydashboard.  It appears you submitted asupport ticket (******) for which a customer service rep emailed stating theycould call me.  There is no indicationthat yourself or the rep handling the support ticket even investigated whathappened to that package.
  
  I called Fetch on the afternoon of the 18th.  The phone system stated to remain on hold yetultimately your phone system automatically hung up on me after 20 minutestime.  (Not the first time that hashappened).  I called again on theafternoon of the 19th and that time the phone system said support was closedfor the day.   I replied to supportticket ****** email on the 20th asking that they call me on the 21st.  They did not call on the 21st. I emailed themagain the evening of the 21st asking that they call on the 22nd.  Again, no call on the 22nd either.  Monday, I had sent a complaint that wassupposed to go to the account manager for our property.  Like usual, it appears Fetch isn't remotelysincere in rectifying this atrocious service and Fetch hasn't actually assignedan actual manager to see these concerns get resolved going forward.
  
  What is Fetch's explanation for skipping the scheduleddelivery of Amazon package TBA165739965701 for a couple days and worse yethaving it mysteriously disappear from the Fetch dashboard as if it neverexisted?  That package had something like4-5 Amazon orders combined into one package.  I need the items.
  
  I appreciate your acknowledging same day delivery should beavailable if Fetch receives packages prior to 5PM.  However, you glanced at a couple instancestwo weeks ago, when in fact it's occurred most weeks for months on end.  You stated "we'll look into these errorsand review them."  Given howcommonplace Fetch is not upholding the service agreement, it's appropriaterather that I ask for something actually actionable.
  
  I want Fetch to actually be accountable in honoring theservice agreement going forward, instead of trying to paper over widespreadfailures with placating words or Amazon gift cards.  We can agree the average week shouldn't haveservice failures, correct???
  
  How about if Fetch exceeds more than four service failuresover a four-week period (so once a week), than Fetch will provide a $50concession?  Sadly, I can't think of anyother proposal to motivate Fetch to honor its agreement with reasonableconsistency.  To that end, how about youprovide us an actual manager contact at Fetch that is reliable with promptlyresolving service failures???

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

*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. ↩