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: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:03/25/2025

  Type:Billing 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.

  The Fetch Rewards app deducted $50 of points from my account without just cause. Additionally they have refused to delete my account and data even when following their procedures to do so.I want my points refunded and my account information to be deleted.

  Business Response

  Date: 03/26/2025

  Thanks for taking the time to reach out to the Fetch team!

  A comprehensive review has been carried out concerning the concerns raised in your Better Business Bureau complaint. After further review, we discovered that this user was submitting receipts that they, themselves, did not purchase. Be advised that in accordance with applicable state privacy law, Fetch Rewards is permitted to retain account information in order to detect security incidents, protect against malicious, deceptive, or illegal activity, or prosecute those responsible for such activities.

  After careful consideration, our team has concluded that the decision regarding the user's deletion request, will not be fulfilled at this time due to past violations of our Terms of Service, with specific regard to Fraudulent Activity, section 34 (***************************************************).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.

  Kind Regards,
  The Fetch team

  Customer Answer

  Date: 03/26/2025

  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.
  
  As I stated in communication to the business these were purchases I made and submitted photos if tbe fully stocked bars I keep in my home.  I hosted a Suoer Bowl party, a subsequent Wedding party, and recently a St ********* Day event.  I often host several events often each month at my home and provide liquid to my guests, the liquid store is around the corner from my home.

  Fetch also accepted the receipts as valid at the time of submission, and only deducted points when high value cash ins were attempted.

   

  a review of various online complaints, reddit forums, etc show that I am not the only customer this happens to.  ******************** regularly appears to make wildly unfounded accusations and removes points from users in an effort to prevent redemption of high value gift cards without and proper documentation or explanation given aside from vague unfounded wording.

   
  Regards,
  
  ***** **********

  Business Response

  Date: 03/26/2025

  Hello and thank you for reaching out to the Fetch Team.
  Upon investigation, we can confirm that this user was submitting receipts of purchases not made by them personally, which is a direct violation of our Terms of Service. Any points gained fraudulently have been deducted from this account.
  This user did not comply with our Terms of Service, therefore we are unable to delete their account. Be advised that in accordance with applicable state privacy law, Fetch Rewards is permitted to retain account information in order to detect security incidents, protect against malicious, deceptive, or illegal activity, or prosecute those responsible for such activities. We understand that this may not be the outcome hoped for, but we appreciate the understanding of our position. Having taken the time to carefully assess the case, we would like to inform the user that the decision reached is final.
  Warm Regards,
  The Fetch Team

• Initial Complaint

  Date:03/15/2025

  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 told them that the game didnt track my game progress and they only give me ***** when I deserve more then that and they keep saying they cant do that I told them in my first email how much points they should give me they should give me my full ****** points

  Business Response

  Date: 03/17/2025

  Hello! Thank you for reaching out to the Fetch Team.
  A detailed investigation has been carried out into the matter raised in the complaint. After reviewing the user's account it was concluded that the user was obtaining points for ******************** Play in a way that is against our Terms of Service. If the user would like to earn any additional points, they need to be earned organically through using the Play feature as intended. This behaviour resulted in points not being awarded to the user's account, as this activity is not permitted under our Terms of Service.
  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

• Initial Complaint

  Date:03/12/2025

  Type:Product 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.

  On 2/17/25, I attempted to redeem a Fetch Rewards offer, promising to award ****** Fetch points for a first time order from UberEats. The instructions given were that I must click the order here button below prior to ordering and that points will be awarded no later than two weeks after first completed order.Exactly as stated, I tapped order here below the offer. A pop up notification said points-earning was now activated. It led me straight to the App Store where I downloaded UberEats, made an account, and placed an order.After 14 business days without the points being awarded, I contact Fetch support, they said I didnt use the link correctly. I was awarded half of the promised points (******) as a one-time exception and warned that next time I should be sure to use the offer link correctly.I countered that I did exactly what Fetch said I shouldve done, provided proof of the order, and pressed for further clarification, I was told the link expired because I navigated away from UberEats [to get the address of the hotel I was having it sent to] before placing the order.Nowhere in the offer terms and conditions, blatant under the offer or within the long terms policy document with effective date 10/17/24, does it specify that I cannot do that. I kindly requested the support specialist to direct me to where in the terms and conditions that caveat is forewarned, and they were unable to do so.I point out to them that its not fair for there to be no warning or notice given to consumers about this hidden condition needing to be met. I was thanked for the suggestion for making Fetch more user-friendly but am still being denied the rest of my points and told theres no further solution available at this time, which is what Im hoping this complaint will change.The point of terms and conditions is for things like this to be disclosed to consumers. Being denied a reward over a rule they kept a secret is shady, unfair business practice.

  Business Response

  Date: 03/17/2025

  Hello and thank you for reaching out to the Fetch Team. A comprehensive review has been carried out concerning the concerns raised in your Better Business Bureau complaint.
  While reviewing this offer, we can confirm that this user did not receive the offer points because the user navigated away from the ******************** app, which caused the link to expire. In order for this offer to work, the user must not leave the ******************** app during this process.
  Our Team has provided a one-time exception of ****** points. No additional points will be provided to the user at this time.
  If this user has any questions, they can reach out to us at ************************************************************.
  Regards,
  The Fetch Team

  Customer Answer

  Date: 03/17/2025

  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 never disputed that I navigated away from the Fetch app. My complaint is rooted in the fact that this rule was not disclosed to me and is not included in the Fetch terms of service with effective date of 10/17/24. There is no language, blatant or discreet, anywhere on the Fetch platform establishing that rule, and it is not reasonable enough for it to be assumed as a given. Dont retroactively impose a rule that you didnt state to begin with in order to backtrack on your own notification to me that I am currently earning points by completing the order. Its misleading and dishonest, and I am still requesting the remaining ****** points or the opportunity to place another order to receive the full initially promised points. 
  
  Regards,
  
  ***** *****

  Business Response

  Date: 03/21/2025

  Hello! Thank you for following up with the Fetch Team.

  Our team reviewed this user's account further. With our comprehensive review with **** Eats, we have confirmed that the user's link did not expire and we apologize for the confusion associated with this offer.

  Additionally, in accordance the information provided to us by **** Eats; we have verified that this user is an existing **** Eats user and would not qualify for this offer. This offer specifically states "Offer only redeemable if you have not previously placed an order on **** Eats" in order to qualify. Due to this, we would be unable to award the points for this offer to your account.

  This is the information **** Eats has provided us and is the information we use when awarding points for this offer. As ********* has confirmed that this user has had a previous account and/or delivery associated with their device, this user would not be ineligible for this offer. As such, points were not awarded to the user.

  Warm regards,
  The ******************** Team

• Initial Complaint

  Date:03/06/2025

  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 completed an offer in which I would earn ***** points by purchasing ************ Tastefuls cat food through *********. These points have not been awarded and I have made several attempts to have this corrected. Makenzie, Senior Support Specialist, has not been helpful and I feel shes stalling and not assisting me. I have requested for this to be escalated to a supervisor only to have no response. I have provided screenshots various times to prove I completed the offer. However, I have been given unnecessary responses and information from Makenzie. I have attempted to let Fetch know the original receipt , in which I was given other points, is unable to be viewed at this time due to a glitch in Fetchs app. All other receipts can be viewed. I have relayed this information to support but still have reached no resolution. I have requested to know what else is needed to have these points given that I have legitimately earned, however, despite repeated attempts Fetch has failed to assist me in this issue.

  Business Response

  Date: 03/06/2025

  Thanks for reaching out to the Fetch Team!

  After further investigation, we confirmed that this issue was resolved directly with our support team.

  If the user has any further questions, they can always follow up on that same ticket or email us at ************************************************************.

  Warm Regards,

  The Fetch Team

  Customer Answer

  Date: 03/06/2025

  [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:03/05/2025

  Type:Billing 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.

  Fetch Rewards has stolen tens of thousands of points from me, i have been submitting valid receipts for months and have cashed out multiple times. Twice now that this scam of a company has deducted points from my account for breaking terms of service for fraudulent receipt's and scanning whats not mine. I have and have provided proof that all purchases were valid but my points were not returned. They are lying to not pay me. If im not given my points back, i am going to have to file a lawsuit in small claims court because this is fraud. My account number is ******. I have never broken terms of service.

  Business Response

  Date: 03/06/2025

  Thank you for reaching out to 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 Answer

  Date: 03/06/2025

  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.
  
  [Please type your response here.

  That is absolutely false, all of my points were removed, even valid e receipts from *********. i have bank statements and the receipts to prove all transactions are valid. fetch rewards is a fraud. and if i am not given my points back, i will be talking to my lawyer.
  
  Regards,
  
  ******* *****

  Business Response

  Date: 03/07/2025

  Hello and thank you for reaching back out to the Fetch Team.
  We were more than happy to take another look at this account. After investigation, we can confirm that this user is submitting receipts from purchases not may by them personally, which is a direct violation of our Terms of Service. This violation led to the removal of fraudulently earned points from this account.
  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 ************************************************************.
  Regards,
  The Fetch Team

  Customer Answer

  Date: 03/07/2025

  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: 

  This company is continuing to lie, all points were deducted, even all my ********* one and other receipts. i can prove it, I can prove that all purchases were made by me and fetch has no power to tell me what i didnt purchase, if my points are not returned. i will be filing a case with my attorney general and the ************************. I have bank statements to prove these purchases were made by me.
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:03/05/2025

  Type:Sales and Advertising 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.

  Fetch is selling my personal information and not anonymously. After linking my email accounts, there have been multiple attempts to hack into my email account and various debit card accounts. I NEVER agreed to allowing Fetch to sell my personal emails and accounts information. I requested that they not sell it, but the damage has been done. They have sold sensitive data they had no right to sell. All of the attached attempts to hack into my accounts were made AFTER I linked my email to Fetch.

  Business Response

  Date: 03/07/2025

  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. We understand this user's concern, and want to assure them that Fetch takes the privacy and security of our users seriously.
  Fetch does not sell or share their sensitive personal information with third parties for cross-context behavioral advertising. Fetch may disclose certain sensitive personal information, such as their precise geolocation data or the contents of your electronic receipts contained in your email when you consent to such disclosure. We can also assure this user that ******************** doesn't have access to their banking information.
  We recommend that this user review our Privacy Policy (*************************************************)
  If this user has any questions, we are available at ************************************************************.
  Regards,
  The Fetch Team

  Customer Answer

  Date: 03/08/2025

  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.
  
  Due to the fact that these hacking attempts did not start until AFTER I synced my accounts with ********************, I absolutely know they are sharing ALL my emails, not just receipts. This is unacceptable.  The other option is Fetch employees are accessing emails they have no right to.  This is still Fetch's responsibility.   If it continues,  I will consult with an attorney and take legal action. 
  
  Regards,
  
  ***** ********

  Business Response

  Date: 03/20/2025

  Hello! Thank you for following up the Fetch team!
  
  We have looked into your concerns carefully. After reviewing everything, we could not find any indication that our app, Fetch, did anything unexpected.
  
  Specifically, when it comes to connecting email and shopping accounts for eReceipts, we want to reassure you that we take security very seriously. Fetch does not have direct access to anyone's login details. User credentials are protected by strong security measures.
  
  Because of this, we believe that if you are having a problem, it's likely caused by something outside of our app.
  
  We've completed our review of this complaint and, based on our findings, we consider this issue resolved.
  
  Warm regards,
  The Fetch Team
  
  

• Initial Complaint

  Date:03/05/2025

  Type:Product 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.

  Want the rewards I earned

  Business Response

  Date: 03/05/2025

  Hello! Thank you for reaching out to the Fetch team!
  
  Our Team reviewed this user's account. We have confirmed that this user had an instance(s) where they were submitting receipts that had previously been submitted by them in an attempt to obtain Fetch points. This resulted in a deduction of points from this user's account, as this activity is not permitted under our Terms of Service. This user will not be able to get these points back, as a one-time exception was already credited on a previous warning. 
  
  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
  

• Initial Complaint

  Date:03/04/2025

  Type:Product 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.

  Fetch STOLE points from me, just like everyone's complaint says below. The day I was supposed to receive my $50 gift card, Fetch notified me that I "broke the rules" and took over ****** points out of my account. All my receipts had been submitted, correctly, for weeks and all of a sudden when I'm cashing it out for a gift card, they make up an issue. This is extremely wrong and unfair. I want my points back. I pay very close attention to brands/products that are included in each offer and make sure that I shop correctly to earn the points I have. I've contacted Fetch multiple times to resolve this issue and I get a generic response back that gives me no help with my issue. I want to know what rule I "broke" and which receipts it was from. They refuse to tell me which submission it was, just confirming they have no proof and just take points away from customers so they don't have to issue us our rewards for using the app. Please give me exact proof or refund my points you stole. I will continue this until I am refunded.

  Business Response

  Date: 03/05/2025

  Hello! Thank you for reaching out to the Fetch team!
  
  We reviewed this User's Account. With our investigation, we discovered that this user had points deducted in error. We have awarded the points that were incorrectly deducted back to this user's account.
  
  If the user has any other questions, please feel free to reach out to us at ************************************************************.
  
  Warm regards,
  The Fetch Team
  
  

• Initial Complaint

  Date:03/02/2025

  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 had ******* points on my account, which I traded in for gift cards. Fetch took my points with no explanation and declined my gift cards. This is a fraudulent company. They told me to refer to their Terms of Service, but they broke their own TofS when they took my points back. Points that were scanned in through their own app! This company isn't even accredited through the BBB. They just want you to connect your accounts because they are stealing your personal info. They are stealing all of your emails. ******! This company is a ****! Everyone that has had points taken away should come together and sue *********************

  Business Response

  Date: 03/05/2025

  Hello! Thank you for reaching out to the Fetch team!
  
  We reviewed this user's account and with our investigation, we found that this user was submitting online eReceipt orders for points, then canceling or returning these orders. This activity is not permited under our Terms of Service, for use of our app. As such, points were deducted from this user's account for the activity in question. 
  
  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
  
  

  Customer Answer

  Date: 03/05/2025

  [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,
  
  ***** ********