Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been using fetch rewards for quite some time now and I have not had any issues until today. I made a purchase at ******* to where the item I bought I would receive 4500 points . The offer was the last day that these points were available. The deodorant I purchased was shipped to me and I received it the very next day which is today. Fetch rewards did not credit me the 4500 points and customer service is no ******** the offer that started today the 11th is for ***** points . **************** tells me I can't even get the ***** points because my receipt says it was April 10th but yet they won't credit me the ***** points because I made the purchase on April the 10th and April the 10th was the last day for the ******************************************************************************************** on gift cards like I have this month.

  Business Response

  Date: 04/16/2025

  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 awarded the user the ***** points for the SheaMoisture Deodorant products at ****** or ******* offer. This user received and email from our team which is ticket number 13528193. 
  
  Should the user have any further questions, we are always available at ************************************************************.
  
  Best Regards,
  
  The Fetch Team

  Customer Answer

  Date: 04/16/2025

  [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

  Date:04/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using Fetch for some time and lately they have been deducting my points and robbing me of my points redemption when I redeem for agift card. I went shopping at ******* to buy my pets some food and since I use Fetch, I see that the pet food was on there For my cats and I purchased those items to redeem points. Also some hygienic products. On 03-26-25 I submitted a receipt immediately after my purchase at ******* for submitting this receipt I was awarded ****** fetch points for purchasing cat food, and some hygienic products and also some mosquito repellent that I always buy for my back patio. Another receipt I submitted was on 03-22-25 on this day again I purchased cat food and some mosquito repellent some grape jelly and a tide stain remover pen again after shopping I submitted my receipt and was awarded ****** points. On 04-02-25 again. I went shopping and bought some more cat food some dog food, some more mosquito repellent and some weed killer for my backyard. I submitted the receipt immediately after the shopping and I was awarded. ****** points now the receipt in questions are the ones that I went shopping on in April the one I went shopping on March the points were awarded and not deducted with the points that I went shopping for in April all have been for no good reason. I have reached out to support team of Fetch and they have been avoiding me three times. I have wrote them anemail and requested them to review my point deduction and I am completely being avoided. This is the third time that they have deducted my points and robbed me of my points that I went shopping and submitted the receiptswithin the users terms. The pictures are of the full receipt. There is no alterations. You could see the four receipt when I submitted it. Why am I being avoided why am my points being deducted after I submitted for a ********* gift card as mentioned this is happened three times i would like for fetch to review and be given my points back

  Business Response

  Date: 04/13/2025

  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 as a one-time exception.

  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. Submitting the same receipt more than once, in any format, or uploading receipts already submitted by the user or others, is prohibited. Further violations may result in additional point deductions.We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 34 (***************************************************).

  Should the user have any further questions, we are always available at ************************************************************.

  Best Regards,

  The Fetch Team

  Customer Answer

  Date: 04/13/2025

  [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

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So I belong to the fetch aop I spend my money and always get a receipt. Then scan them. I redeemed my points to get a gift card as promised and now they say card decline and ****** points removed because 1 or more receipts broke the rules !!! Come on there are ***** of complaints they do this all the time and say they dont need to give an explanation of what RULE. You broke. There scamming people its NOT FAIR

  Business Response

  Date: 04/10/2025

  Hello! Thank you for reaching out to the Fetch team!
  
  We reviewed this user's account and activity in question. With our findings we discovered that this user had an instance(s) in 2024 where this user purchased high yielding point receipts, and then returned the items in an attempt to obtain Fetch points. We also discovered that this user had multiple submissions of a single receipt(s) in an attempt to obtain Fetch points. These instances are violations of our Terms of Service. 
  
  We would like to highlight that this activity was from 2024 and does not reflect their recent activity on their account. As a one-time exception, we have credited ****** Fetch points back to this user's account. 
  
  If this user has other questions, our team can be reached at ************************************************************. 
  
  Warm regards,
  The Fetch Team
  
  

• Initial Complaint

  Date:04/08/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Summary:Fetch Rewards removed points and denied redemption without transparency or proof.Complaint Description:I attempted to redeem a large number of points I had earned through the Fetch Rewards app. My redemption was denied, and a large number of points were removed without warning. When I contacted customer support, they responded vaguely, citing that some receipts did not follow submission guidelines, but they refused to specify which receipts, what the issues were, or how the deduction was calculated.I made multiple attempts to ask for:A list of the receipts in question The specific problem with each receipt The number of points removed per issue Each time, I received a generic copy-paste response referring me to the Terms of Service. After my latest reply requesting a proper breakdown, they simply stopped responding.I submitted receipts in good faith and deserve a fair review and clear communication. I am requesting that Fetch either restore the removed points or provide a specific, detailed justification and proof for the deductions made.Desired Resolution:Either provide full transparency and justification (receipt by receipt), or restore my removed points.

  Business Response

  Date: 04/10/2025

  Hello! Thank you for reaching out to the Fetch team!
  
  We reviewed this user's account and activity in question. With our findings we discovered that multiple receipts were submitted within a single snap. Activity such as this violates our Terms of Service, and ****** points were deducted from their account. However, as a one-time courtesy, we have credited this user their ****** points back to their account.
  
  Please note that each receipt must be submitted individually, and receipts should be in their original condition not folded, cut, pieced together, obscured, or altered in any way from how they were printed at the point of sale. 
  
  If this user has other questions, our team can be reached at ************************************************************. 
  
  Warm regards,
  The Fetch Team
  
  

  Customer Answer

  Date: 04/10/2025

  [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

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I use the Fetch app to redeem points for gift cards. I am going on vacation so I specifically bought expensive items recently to get more points so I could redeem a gift card sooner. After buying the products and scanning the receipts, they said accepted and points were added to my account. After I had over ****** points I was eligible to redeem for $50 Dunkin gift card. I redeemed it and it said processing. After a few days I went to check if it went through and it said Declined because I did not have enough points. I looked back in my point history and After I redeemed the points, ****** were inexplicably removed from my account because they said the receipts did not meet standards. They did meet all the standards and were initially accepted with points added to my account. I have done this a long time and have redeemed gift cards in the past. When I contacted them they just said my receipts were not personally mine, which how do you prove that, and they said they were business's receipts and I don't own a business. It is a scam because I only bought the expensive products as Fetch was advertising more points for those. I would like the ****** points added back to my account so I can redeem my gift card after spending more money to appease Fetch to begin with

  Business Response

  Date: 04/06/2025

  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 as a one-time exception.
  
  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. Submitting the same receipt more than once, in any format, or uploading receipts already submitted by the user or others, is prohibited. Further violations may result in additional point deductions.
  
  We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 34 (***************************************************).
  
  Should the user have any further questions, we are always available at ************************************************************.
  
  Best Regards,
  
  The Fetch Team

• Initial Complaint

  Date:04/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I had a Fetch offer to earn ***** points when I spend $3 on Bubly water. I did purchase 3 of these for a total of $3 On Sunday 3/30/25 from a price chopper store.However When I submitted the store receipt the points never added to my account. When I look at the offer I don't see anything about a limited time or limited amount to this offer. Per the offer the offer was good to submit by April 7 2025. I did submit this on 4/2/25 but the points didn't come through. Again as stated nothing of the offer indicated anything about a limited amount of the offers and you had to submit before 4/7/25. When I contacted Fetch about the issue on 4/2/25 they Didn't go anything to try to help but offer me 100 points and not the ***** points that I followed all of the steps to get the points.This seems like a total bait and switch to me. Offer a customer ***** points as long as you submit by a certain date but than they just delete the date after you spent money on the item and won't reward the points. Sounds like they are in bed with the seller of the item to get people to buy the item then pull the offer and not reward the customer who followed all of the steps to get the points. Please can you help me get the points as they are trying to rip me off. Can you Please add the ***** points to my account as I did follow what I was supposed to do to get the offer.I've attached a copy of the Store receipt I've attached a copy off the Fetch offer for this I've attached a copy of the photo of the *** codes from the back of the drinks.

  Business Response

  Date: 04/04/2025

  Thanks for contacting the Fetch Team!
  
  A detailed investigation has been carried out into the matter raised in the complaint. After further review, we can confirm the user submitted their receipt after the offer expired.
  
  As a one-time exception, we have awarded ***** points to the user's account. Due to high demand and limited availability, offers may end before the date listed on it.  Please note that in the future, once an offer ends we are unable to award points.
  
  Should the user have any further questions, they can always reach out to us at ********************************** for assistance.
  
  Kind Regards,
  The Fetch Team

  Customer Answer

  Date: 04/04/2025

  [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. 

   

  thanks
  
  Regards,
  
  ***** ********
  

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using fetch for years and it has always been a little sketchy. More specifically the fetch shop feature. I planced two orders from ******* ( both qualifying for 5x points per $) and fetch has refused to award me and said they were excluded items attached you will see the item I purchased. It falls under electronics /audio and that category was included in the 5x points

  Business Response

  Date: 04/02/2025

  Hello and thank you for reaching out to the Fetch Team. The concerns raised in the Better Business Bureau complaint have been subject to a thorough investigation.
  When taking a look, it appears that this user purchased an item that is excluded from earning Fetch Shop points. This exclusion can also be seen listed by tapping 'View excluded items'.
  Each retailer sets their own conditions and exceptions, and while we do our best to provide as much detail as we can relating to these non-qualifying items, ******* has a list of select SKUs that we cannot access.
  That being said, we are awarding this user the 2580 points as a one time exception. Moving forward, we recommend that this user confirms that they have started their purchase through Fetch Shop, checked what items aren't eligible, and be sure not to navigate away from the retailer's site before completing the purchase.
  If this user has any questions, we are available at ************************************************************.
  Warm Regards,
  The Fetch Team

  Customer Answer

  Date: 04/02/2025

  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 looked at the exclusion list - I looked for the sku of the item I purchased& it was not on the exclusion list. This exact thing had happened before with fetch shop and its fraud 
  
  Regards,
  
  Bri Rychalsky

• Initial Complaint

  Date:03/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started to use this app like a month ago and honestly I dont see the advantage in it.The app said that for every $1 dollar spend on stores like ******* I would get 5 points and for Temu for every $1 dollar I would get 100 ********* doesnt work that way. I have submitted more than $400 at ******* which many of it is in ******* great value products and yet I only get 25 points per ticket.With Temu I cannot even upload my receipts as they are on the app and there isnt a way to submit them, at least not the previous purchases I did within 15 days.For some reason I cannot upload my latest receipts either! Which brings more frustration! I dont know whats the point of scanning every single receipt if they are not processing them correctly. Also why cant you just electronically submit other receipts? Like from *********, ***********, when you buy through the app thats the option but again I cannot submit those.I attempted to contact customer service but that was not helpful at all. It would be nice to have some clear clarification about these issues please.Thanks

  Business Response

  Date: 03/31/2025

  Hello.
  
  Thank you for contacting the Fetch Team. We sincerely apologize for any confusion or frustration you have encountered.
  Fetch Shop is a feature within the Fetch app that allows users to earn points by initiating their shopping journey through the app and purchasing from popular online retailers. After looking into this user's account, we can confirm that there have not been any qualifying Fetch Shop orders made. To participate, this user must navigate to the ******************** Shop tab, select an eligible retailer, and complete a qualifying purchase. Points are awarded based on the purchase amount and retailer-specific offers, though processing times may vary.
  We encourage this user to review the ******************** app for details on qualifying purchases, participating retailers, and any exclusions that may apply.
  Additionally, while some digital receipts can be processed electronically, not all retailers currently support this method. Our team has reached out to this user via support ticket number ********? to provide an overview of the Fetch Shop feature as well as troubleshooting steps.Should the user have any further questions, they can always reach out to us at ********************************** for assistance.
  
  Kind Regards,
  The Fetch Team

• Initial Complaint

  Date:03/29/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I scanned my receipt to receive coins for gift cards on this app. I have had many issues with them. They state after the fact that the reason they can't give me the credits that I deserve that the item that was on my receipt that qualified for those credits had timed out. Which makes no sense because that wasn't the case. The company has given me this excuse more times than I can count. Its getting frustrating. Don't promise customers that its consumer friendly and that all you have to do is scan your receipt and follow the recommendations and you will receive credits for giftcards. If this was the case I wouldn't be contacting the BBB.

  Business Response

  Date: 03/30/2025

  Thanks for contacting the Fetch Team! 
  
  A detailed investigation has been carried out into the matter raised in the complaint. After further review, we can confirm the user submitted their receipt after the offer expired. 
  
  As a one-time exception, we have awarded ***** points to the user's account. Due to high demand and limited availability, offers may end before the date listed on it.  Please note that in the future, once an offer ends we are unable to award points.
  
  Should the user have any further questions, they can always reach out to us at ********************************** for assistance.
  
  Kind Regards,

  The Fetch Team

  Customer Answer

  Date: 03/30/2025

  [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

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using fetch as a way to earn additional speding money. I am the sole provider for my home and my parents home. So there is alot of shopping done. Without warning or providing any information they dedcut my points and deny my earned gift cards, after doing some research seems like they do this alot.

  Business Response

  Date: 03/28/2025

  Hello and thank you for reaching out to the Fetch Team.
  A detailed investigation has been carried out into the matter raised in the complaint. During our investigation, it was confirmed that this user had instance(s) where they were submitting online orders and then cancelling the orders to obtain Fetch points fraudulently.  Submitting online orders and then canceling them is a direct violation of our Terms of Service. The fraudulently earned points have been deducted from this user's account.
  Within our Terms of Service, which were 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 34 (***************************************************).
  Warm regards,
  The Fetch Team