ComplaintsforFetch

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Initial Complaint
09/20/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The customer care representative has been so irrational and unprofessional. I have tried to clarify the issue but they chose to block me from messaging them on the app and wouldn't even discuss the matter, when in fact, it is their own fault. They are being super salty and have no idea how to take care of the issue. Here is what happened:I bought a product (brand onnit) and submitted the receipt. The app was giving 50k points (10k points 5 times) for buying any product of the brand. The offer DID NOT specify what product to purchase or any minimum spend requirement. You could buy $2.5 worth of product and get 10k points, and repeat it 5 times. The deal was shared on telegram group by bunch of friends. Everyone thought it's an amazing promotional deal by the product brand. Now Fetch is banning us (me and my friends I referred to) saying we cheated. We did not do anything wrong. We did not change receipt or scanned wrong product. The app was awarding points and we got happy. Now fetch customer service is punishing us by ******* account for no reason. This is so unfair. When we asked them why we got banned, their childish response is "we would never give 50k points for $10 purchase. We are going ban you and your friends"How insane is that? They can't program their own app and own up to their own offer and have nerve to rather ban the users for doing exactly what their app intended us consumers to do. They just banned our accounts and stole our points. What a scam run by inept people. RESTORE OUR ACCOUNT AND REFUND OUR POINTS.
Business response
09/23/2024
Hello! Thank you for reaching out to the Fetch team!

Our team reviewed this user's account and activity in question. With our investigation of this user's account we confirmed that this user was deactivated. However, in good faith we have reactivated this user's account, as well as their referral's accounts.

If this user has any questions, we can be reached at ************************************************************.

Warm regards,
The Fetch Team

Customer response
09/23/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Pri Pa
Initial Complaint
09/17/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Fetch had a promotion to get 100 points per $1 spent at GNC through their app. I did it as instructed and didnt get the points. I reached out to them in a respectful manner sending them proof of the instance and they refused to accommodate me accordingly. I reached out numerous times and they kept refusing to fix my issue. That caused me to become very angry and vulgar and at that point they finally acknowledged it and fixed the issue and rewarded me the points. But after they did that they froze my account and *** reached out to them numerous times to unfreeze it and no one responds!
Business response
09/18/2024
Thank you for reaching out to the Fetch team. The user was deactivated for violating our Terms of Service by continuously using vulgar and hostile language towards our Support team. We're happy to provide excerpts of the user's responses, but it seems ******************** also has a policy on inappropriate language, we can't submit them.
While we prioritize customer satisfaction, we have a zero-tolerance policy for this behavior to our staff and will not reactivate their account. We regret the situation couldn't end better.
Customer response
09/18/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I did everything go had to on my part to get the promotion and sent Fetch proof and they refused to fix the issue. I repeatedly reached out them with no resolution. After that is when I became angry and used inappropriate language. at that point they finally acknowledged it and fixed my issue. But after fixing it they froze my account because of my inappropriate language. Why would they fix my issue then freeze my account!?!? I want my account unfrozen

Regards,

*******************************
Business response
09/19/2024
At Fetch, we always strive to provide prompt and satisfactory resolutions when our users contact Support. In this case, although we were unable to validate the purchase made through our Fetch Shop feature, our team, in accordance with our policies, credited the user a portion of the missing points for their Fetch Shop purchase. Unfortunately, the user expressed dissatisfaction with this resolution using vulgar and offensive language, which is a direct violation of our prohibited conduct outlined in the Terms of Service. As a result, the users account will remain deactivated.
Initial Complaint
09/16/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased an item thru their Fetch Shops on 7/29/24 for ***** which was suppose to give me a bonus of ****************************************************************************** their app under notifications it shows the awarded points. The problem is I never got the points. I have followed up every 2 weeks and asked for a supervisor. I keep getting the run around and they refuse to escalate my case to a manager for assistance or provide an explanation as to where my points are. It is going on 2 months now with no resolution.
Business response
09/19/2024
Hello! Thank you for reaching out to the Fetch Team!
Our Team reviewed this User's Account. We confirmed that this user is experiencing an issue with a Chewy order that was purchased via Fetch Shop. Our Team is aware of some issues affecting Fetch Shop Chewy purchases. We're working with the retailer to find a resolution to this issue, and we hope to resolve this as quickly as possible.
As we work toward a resolution, our Team awarded this user an addition ***** points for the inconvenience as we work toward a resolution. This user will receive an in-app notification once a resolution is implemented.
We appreciate this user's patience, and if this user has any other questions, please feel free to reach out to us at **********************************.
Warm regards,
The Fetch Team
Customer response
09/19/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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
09/12/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have been tracking to cash in my points for gift cards. keep getting told I am break rules but I can not get customer service to tell me which rule i have broken. they send me a link and tell me to read the article. when asked if they can tell me which one they reply they will not reply any more. And they can not give me back the points they have taken. i have spent over $31k this year on product and scanned all of my receipts just for them to take my points and give me nothing. i have referred about 19 people to use their app as well. I want my 100k in points back or I want a gift card for what has been taken. preferably an amazon gift card or ********** gift card. thanks
Business response
09/13/2024
Hello and thank you for reaching out to the Fetch Team!
Our team has thoroughly looked into the issues outlined in the Better Business Bureau complaint. After further investigation, we have decided to award the user ****** points back to their account.
We would like the user to note that within our Terms of Service, which was agreed upon when the user signed up, any form of fraudulent activity is a violation of these Terms. Fetch may take any action in its sole discretion against any activity it deems fraudulent, including deducting some or all of an account's Points, terminating the account, and taking any other legal or equitable action which may be available to us.
We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 28 (***************************************************).
Should the user have any further questions, we are always available at ************************************************************.
Best Regards,
The Fetch Team
Initial Complaint
09/11/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The Fetch rewards app is a fraud. They took ****** points to redeem for a ***** gift card and then declined the gift card saying I didn't have enough points. They took ****** points had ****** left and scanned receipts since so they just stored my points and no reward in return.
Business response
09/12/2024
Thank you for reaching out to the Fetch Team!
We have thoroughly investigated the matter raised in the complaint.After thoughtful review, we would like to share that the decision concerning the case has been finalized. Our team discovered several instances of this user uploading receipts that went against our Terms of Service.
The points that this user obtained by violating our Terms of Service have been removed and will not be awarded back to the user. As this is only a deduction for the fraudulently submitted receipts at this time, the User is free to continue using ******************** according to the Terms of Service. Failure to comply with these terms may result in further point deductions or deactivation of the account.
If this user has any questions, we are always available at ************************************************************.
Warm Regards,
The Fetch Team
Initial Complaint
09/10/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had ***** points that were removed from my account because ******************** claimed they expired. Fetch never informed me that these points were expiring or that they removed them from my account. I would like for Fetch to credit my account or allow me to get a giftcard for the amount of points that were removed.
Business response
09/10/2024
Hello! Thank you for reaching out to the Fetch Team!

Our Team reviewed this User's Account once more, along with the activity in question. With our investigation, we can confirm that this user's points expired due to ******* of inactivity on this user's ******************** account.

We can also confirm that this user reached out to us in the past regarding expired points on 5/2/2022. Points were awarded back to this user's account for their first point expiration as a one-time exception on 5/2/2022. As we have already provided a one-time exception for expired points, we're unable to award the newly expired points due to the previous reversal on 5/2/2022.

Points automatically expire after 90 days of inactivity on your account. Inactivity means there have been no receipt submissions or reward redemptions on the account within that ****** time period.

Fetch will notify you of the impending expiration after 30 days and 60 days of inactivity. We confirmed that we sent multiple push notifications to this user's device explaining the upcoming expiration of points due to the inactivity. As long as you submit receipts, redeem rewards, or earn points with Fetch Play, you can save up as many points as you like, for as long as you like!

If this user has any other questions, please feel free to reach out to us at **********************************.

Warm regards,
The Fetch Team
Initial Complaint
09/07/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I just yesterday September 6th 2024 ordered ************* from ******** using the Fetch app, but the points won't show up in the app. Plus I tried it by using the offer for first time deliveries in the Fetch app. Since the transaction didn't even show up in the app (even though I followed all the steps) I then tried scanning the receipt myself, and it refused to apply the receipt for points & the offer for the extra points. I spent $30 on UberEats from ********* using the Fetch app. So I should have multiple offers for extra points from ********* & from UberEats, and the regular 400 points per order from UberEats using the Fetch app. In total Fetch owes me ****** points.
Business response
09/09/2024
Hello! Thank you for following up with the Fetch Team!

We also appreciate this user using our new ******************** Shop feature. We have reviewed this user's account and support requests. We can confirm that this user is attempting to redeem the First Time Ride with **** offer. The points for this offer will be awarded within 2 weeks from the time the First Time Ride with **** order was placed. As for the user's recent **** order dated 9/9/24: Fetch Shop points are still being processed by the retailer. If its been more than 3 days since the user has placed the order through ******************** Shop, the user can tap the Account tab and select Notifications or Points activity to see your pending order. The date shown is the date the user can expect to see the points! Our team has reached out to the user within their support ticket: ******** .If the user has any other questions, or if they have issues with their eReceipts in the future, please feel free to reach out to us at **********************************.

Warm regards,
The Fetch Team
Customer response
09/09/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The reason why is because none of the orders are pending, the receipts are missing from the app even though I used the app to place the ****Eats order, and I am attempting to redeem my first time delivery with ****Eats not ***** The receipts are not listed. They now owe me ****** points for ****Eats first time delivery on September 6th 2024, 400 points ****Eats delivery on September 6th 2024, and now today 200 points **** (transportation) has gone missing September 9th 2024. In total I currently have ****** points missing. The only thing they rectified was the ***** points from ************* that were missing. Others have had the same issues over the past year. I have now seen a dozen complaints from Reddit posts against Fetch for this issue. Attached is a photo of one of the Reddit posts, 2 receipts, my points activity, and 3 points offers in 2 photos. This is not remotely resolved. In fact it's still ongoing.

Regards,

*************************
Business response
09/10/2024
Hello! Thank you for following up with the Fetch Team!
After thoroughly reviewing this user's inquiry, we have determined that our company acted in accordance with our policies and procedures. However, we understand that this user may have found this experience unsatisfactory.
We here, at Fetch, are committed to ensuring a positive experience for all our customers. While we believe we have acted appropriately, we recognize the importance of customer satisfaction. Therefore, as a one-time courtesy, we are pleased to offer 700 Fetch points for the inconvenience for this user's uncredited **** Eats orders. We hope this gesture expresses our commitment to customer service and helps to resolve the situation to this user's satisfaction.
As for the **** Eats offer in question, we will be unable to award points for the first-time **** Eats offer until the allotted time period listed within the offer has passed. If this user does not receive the offer's points added to your account by 09/21/2024, please reach out to us and let us know. At that time we can look into that offer for you further.
If the user has any other questions, or if they have issues with their Fetch Shop orders in the future, please feel free to reach out to us at **********************************.
Warm regards,
The Fetch Team
Initial Complaint
09/07/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This app advertised to give rewards. However when I redeemed my points, they got declined and my points were taken away. It took a long time to accumulate ****** points. They did not only decline my rewards but also took away my hard earn points and did not give any explanation. It is very frustrating. I felt I was scammed and too naive to trust them.
Business response
09/09/2024
Hello.

Thank you for following up with the Fetch Team! After careful consideration, our team has concluded that the decision regarding these violations is final. Our team discovered several instances of this user uploading receipts that went against our Terms of Service. The points that this user obtained by violating our Terms of Service have been removed and will not be awarded back to the user. As this is only a deduction for the fraudulently submitted receipts at this time, the User is free to continue using ******************** according to the Terms of Service. Failure to comply with these terms may result in further point deductions or deactivation of the account. If this user has any questions, we are always available at **********************************.

Warm Regards,The Fetch Team
Customer response
09/09/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is UNsatisfactory to me. However I do not want to deal with them anymore.

Regards,

***********************
Initial Complaint
09/03/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I uploaded a ******* receipt on 8/25/24 that so long that it was not legible. It was worth over ***** points because I spent more than $210. It was so long that one picture was not clear enough to see the items clearly. I asked to send pictures in sections. They claimed theyd take care of it if I sent the images on the app chat. NOTHING HAS HAPPENED. Seems like they purposely dont want to honor it and no real person will contact me.
Business response
09/04/2024
Hello! Thank you for reaching out to the Fetch team!

Our team reviewed this user's account. With our investigation, we found that this user reached out to us regarding a receipt issue. The receipt in question is from ******** 8/25/2024, for $278.87. We reviewed the user's snapped submission and can confirm that the receipt was snapped too far away from the camera. As a result, our system was unable to accurately scan the receipt.

We also see that this user provided screenshots of the receipt in question, within their recent support ticket: ********. As a one-time exception, we were able to credit this user's ******* receipt with the screenshots provided to us. For future submissions, we're happy to explain how to accurately snap long receipts!

Our snapping feature allows our users to take multiple pictures of a receipt before submitting their receipt for points. This is very beneficial for long receipts such as the ******* receipt in question. For the best outcome for snapping long receipts; we recommend lining up the top of the receipt with the 'Grey' box in the snap feature, ensuring that the top corners of the receipt are touching both corners of the grey box. Users can then tap the camera icon to take a snap of that portion of the receipt, this will then queue the picture in the submission. Before submitting the receipt, users can snap the rest of the receipt, following the same process outlined.

Users can then submit their multiple picture submission by holding the camera button and sliding the button to the center of the screen. This will compile all of the snapped pictures and credit the user's account accordingly. For more information on this process, please visit our *********** for a video guide on snapping receipts. (**********************************************************************-How-to-Snap-Receipts)

Warm regards,
The Fetch Team
Customer response
09/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This company didnt take care of my issue and completely gave me the run around. I eventually received my points. The only reason I got any helpful response is because I reached out to the BBB. I begged through multiple efforts to speak to someone or receive any kind of helpful responses. I got the complete run around until BBB helped me.

Regards,

*************************************
Initial Complaint
09/03/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Fetch is refusing the pay the owed points for completing Fetch Play milestone Boardwalk in Monopoly GO! I reached ********* and am owed ***** points 9/1/2024 and have photo proof. The game is in my play game area and I have allowed tracking. It is not my fault that their software isnt tracking properly. They are refusing the manually upload the points, even though there was no notice that I wouldnt receive them. When I go to play the game through the app and click play it goes to the right game app, so this is Fetchs problem and they should still have to pay out points manually. Please get this company to own up to their promise and not allow this bullying bait and switch.
Business response
09/04/2024
Hello! Thank you for reaching out to the Fetch Team!

Our Team investigated this users account and the activity in question. After carefully reviewing all of the details within this complaint, and the user's recent Support interactions. We can confirm that there were ***** points previously issued by our team for the the game in question. We have since issued an additional ****** Play points to this user. We would like to note that this maxes the user out for the game mentioned, Monopoly GO!, and no more points will be manually awarded for the game in question.

The user is highly encouraged to try new ******************** Play games! We recommend double-checking that they have enabled app tracking for both Fetch and the new game, and confirm it's listed under "My games" before they embark on their next gaming adventure.

If this user has any other questions, we are always available at **********************************.

Warm Regards,
The Fetch Team
Customer response
09/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Please type your response here.]

Regards,

*******************
Customer response
09/04/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I had the tracking in place and they are simply trying to avoid paying out points while the product was properly in place on my phone. Bait and switch.

Regards,

*******************
Business response
09/05/2024
Hello! Thank you for following up with the Fetch Team!
Upon reviewing the user's account activity, we have confirmed that points for three of their tasks were earned organically without any issues. On August 22, 2024, the user reached out to inform us that they had completed a fourth task but did not receive the associated points. Although we were unable to verify the task completion at that time, we honored the user's request as a one-time exception and credited the missing points.
On September 3, 2024, the user contacted us again regarding points for a fifth task. After a thorough investigation, we could not confirm the task completion on our end and, given that we had already provided the one-time exception, we initially declined to manually award the points.
However, in recognition of the importance we place on customer satisfaction, we have since credited the user's account with the ****** points for the fifth task. We believe this resolves the matter to their satisfaction, and we consider the issue fully resolved.
We sincerely appreciate the user's engagement as an active ******************** Play user and hope their future experiences with us will be even more seamless.
Warm Regards,
The Fetch Team
Customer response
09/05/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

*******************

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