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Initial Complaint
07/09/2024
Complaint Type:
Product 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.
This app stole ***** points from me and said it was because some of my receipts allegedly violated their rules. I contacted customer service multiple times and waited the 24 hours they are allowed to get back to you. Crickets! They will not respond! All my points were credited as valid and as soon as I go to redeem a $10 gift card they steal some of my points and cancel my gift card. Mind you I use other rewards apps and have never had any issues. This is a deceitful company that profits off the information you provide them in the form of receipts and then just takes your points for no valid reason. It is comparable to putting your money in the bank and then the bank steals some of your money and won't respond!
Business response
07/09/2024
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. During our investigation, we discovered previously that this user was submitting receipts from purchases not made by them personally. This activity is not permitted under our Terms of Service. We have since deducted the points from this user's account.
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 (***************************************************).
Warm regards,
The Fetch Team
Customer response
07/09/2024
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.

I have indeed purchased the items and some apps (not Fetch) require that you scan the barcode of the items purchased. I would not have been able to do this if the items were not purchased by me. Like I said previously they make claims with 0 proof and then accuse the consumer of violating their rules. It infuriates me that they get away with this behavior and do not even have the decency to respond so I am forced to file a complaint against them in order to hopefully get my ***** points back and my gift card reinstated. To say nothing of the fact that they accepted my receipts as valid and then as soon as I redeemed for a gift card they now decide some are invalid. They have done this to many people and should not be able to get away with this . This is a very dishonest company.

Regards,

*********************
Business response
07/10/2024
Thanks for reaching back out to our support team!
After careful consideration, our team has concluded that the decision regarding these violations is final.
We recognize that this might not be the desired outcome, but we value the understanding of our stance.
Should the user have any other questions, they can always reach out to us at **********************************.
Regards,
The Fetch Team
Initial Complaint
07/05/2024
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 is a app that I use to get points We buy what they offer higher point on and when its time to redeem they take your points away and wont tell you what receipts they think are fraudulent so you can show proof its really you! And they take all your points away Ive lost 100k or more in points such a scam I just want to warn people
Business response
07/09/2024
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. During our investigation, we discovered multiple submissions of purchases not made by this user personally. This activity is not permitted under our Terms of Service. We have since deducted the points from this user's account.
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 (***************************************************).
Warm regards,
The Fetch Team
Initial Complaint
07/04/2024
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 with Fetch for a long time. I have been frustrated many times as it seems they intentionally almost hide details about the products that earn points, such as only a specific flavor, size or purchase store. Ive been burned a lot, losing valuable points in the process. *** accepted that and learned to not trust them on face value. But they recently upped their game in opening their Fetch shop. Its a way to earn significantly higher points. I just tried it and was excited about scoring over ***** points. What they dont tell you is that you may have to wait 3 months to be awarded the points. This is another example of their deceptive practices. If the information is there its buried in a way no reasonable person would know to look. Its simply another way to get you to use their site and often miss out. They did respond to my issue saying its up to the company *************** etc) on when to reward points. In all their hype in opening Fetch Shop they never said that. Deceptive practices.
Business response
07/05/2024
Hello and thank you for reaching out to the Fetch Team and for using Fetch Shop!
We have thoroughly looked into the issues outlined in the Better Business Bureau complaint. Fetch Shop is a new and exciting feature in the Fetch app where you can earn points by starting your shopping journey in the Fetch app and shopping at popular online retailers.
For most retailers, points can take up to 90 days to be awarded after the order is placed. This period of time is determined by the retailer and typically aligns with their window for returns and exchanges. This ************************** the "i" icon when entering the retailer's site and is also found in our ************ **********************************************************************************************************
We appreciate the feedback and will pass it along to our development Team. If this user has any questions, we are available at **********************************.
Warm Regards,
The Fetch Team
Customer response
07/05/2024
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
basically, what they are saying is that its my responsibility to go through all their carefully hidden options to see if there are any exceptions. Im supposed to know to **** for this location they referenced. Pretty sneaky if you ask me. Other companies put all information/exceptions up front not buried where only a few would know to look. Technically, theyve covered themselves, its just very poor business practice.

Regards,

*****************************
Business response
07/10/2024
Thanks for following up with the Fetch team!
We've passed this along to our development team. We sincerely appreciate feedback from our users and it is our goal to make Fetch as user-friendly and fun as possible!
Should the user have any other questions, please contact us at **********************************.
Kind Regards,
The Fetch Team
Initial Complaint
06/29/2024
Complaint Type:
Product 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.
Transaction date: 6/15/24. This company made a mistake and I lost out on 1200 points. Now after days of waiting for a resolution they say it's been more than 3 days so I'm out of luck. That policy is NOT clearly stated anywhere I can find on their website. Regardless, I shouldn't be punished for their mistake. Their customer service played games for days, stating they didn't know what I was referencing. The purchase is very clearly in my account. It's from 6/15/24. I cannot believe they didn't see it in my account.
Business response
06/30/2024
Thank you for taking the time to reach out to the Fetch team!

We love awarding our users for shopping, and we were more than happy to take a look at this complaint.

After further investigation, we can confirm the user did submit a receipt with items that were eligible for bonus points on 6/15/24. A submitted receipt can be corrected within three days of it being completed. After three days, no corrections can be made.

As a one-time exception, the user has been awarded ***** points for the items that were purchased.

Should the user have any questions, they can always reach out to us at **********************************.

Kind Regards,
The Fetch Team
Initial Complaint
06/29/2024
Complaint Type:
Customer Service 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.
Customer support is difficult to deal with and does not understand your problems. The customer support team constantly hands you over to a new person after every response, which makes it difficult since they repeat over and over again the same thing without reading the previous conversation. There is no understanding of the little details and nuance about the problems being spoken about. Two, the e-receipt feature. I had an offer within the app that was valid showing a 1000 points per dollar purchase of a certain item. I went ahead and purchased the items. I should have been awarded more than ****** points but was denied. **************** told me that I maxed out the offer, which I did not. I had screenshots showing the offer was available and valid in my account. If the offer shows in your account ********************** should honor that offer. Now I have wasted my time purchasing the item and needing to return to the store. This is extremely frustrating dealing with customer service.
Business response
06/30/2024
Thanks for taking the time to reach out to the Fetch team!

Our team has thoroughly looked into the issues outlined in the Better Business Bureau complaint. After further investigation, our team confirmed that the user indeed purchased the maximum number of redemptions for the Sir ************ offer.

Every offer on our has a set number of uses. The user can find the full requirements and limitations for an offer by selecting it within the app.

Should the user have any further questions, they can always contact us at **********************************.

Kind Regards,
The Fetch Team
Customer response
06/30/2024
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 is just another canned response from the customer service team with no regard to what I have said with no understanding. The offer was available and in my account. Again, that means it was available. Fetch should honor the offers that are in users accounts.

Regards,

*************************
Business response
07/02/2024
Hello! Thank you for following up with the Fetch team!

Our Team reviewed this User's Account once more, along with the activity in question. During our review of the user's account, we have confirmed that this user had two offers for **************'s products.
- **************'s products which awarded ***** points, with a *** of 5 redemptions with a date range from 6/1 - 8/31.
- **************'s products which awarded ***** points per $1 spent, with a *** of 5 redemptions with a date range from 6/26 - 7/31.

We have confirmed that the receipt is question from ******* on 6/25 for $24.80. This receipt was awarded for the offer which awarded ***** points, and was awarded this offer a ***imum of five(5) times with a final total of ***** points. This receipt is not eligible for the offer which awarded ***** points per $1 spent as the offer started on 6/26 and the receipt is dated 6/25. As such, this offer was not awarded due to being purchased outside of the offer's date.

If this user has any other questions, they can reach out to us at **********************************.

Warm regards,
The Fetch Team
Initial Complaint
06/28/2024
Complaint Type:
Product 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.
Over the past several months Ive been buying SPECIFIC products to get bonus points from them, and every time I try to cash in points for a gift card, they take away all my points and deny my gift card saying my point balance is too low this has happened over and over again, and the only response I get is that I did something against their rules I assure you every receipt has been legitimate, not fraudulent in ANY way. This last time I tried to get a gift card they took away ALL my points, and no gift card. They said it was fraudulent receipts. ***** points were from a fetch play promotion where you download a game, play it, complete a task by the promotion end date, and receive ***** bonus points. Well they took those points too, which cant possibly be from fraudulent receipts, because there was no receipt involved. They used to be a reputable company, but now Im SURE they are scamming people. I would buy specific (and more expensive) products just to get the bonus points, only to have my points taken away unjustly. This is not ok. Ive wasted so much money with this app and its not ok. Theyve done it to LOTS of other people, ****** it.
Business response
07/03/2024
Hello!T**** you for reaching out to the Fetch Team!
Our Team investigated this users account. We confirmed that there were some points that were deducted from this users account in error. We have since awarded these points back.
However, we confirmed several instances of this user uploading receipts that they did not purchase themselves in an attempt to gain Fetch points. As a final decision, we have decided to uphold the point deduction for the affected submissions. The user will not be able to get the points in question back.
We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 28 (***************************************************).In our Terms of Service, which was agreed upon when you 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 your Points, terminating your account, and taking any other legal or equitable action which may be available to us.
If the user has any other questions, please feel free to reach out to us at **********************************.
Warm regards,
The Fetch Team
Initial Complaint
06/24/2024
Complaint Type:
Product 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.
A courier in ******* (*******) marked my package as delivered. The courier did not take a photo of where they left the delivery. Instead they took a close up photo of the same package twice. I went to the ************** and spoke with a supervisor. He said there was nothing they can do and I have to submit a claim. There is no customer service number to call you can only email or text. I looked all over my apartment complex plus mailbox and leasing office. There is no package. The reviews online say that this company is notorious for stealing packages.
Business response
06/25/2024
Thank you for reaching out to the Fetch Team!
We are a rewards app that helps users save while shopping at their favorite retailers.
It looks like the user is referring to a package and the user can reach out to ******************** delivery service for further assistance here: ************************************************************
Warm regards,
The Fetch Team
Initial Complaint
06/19/2024
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.
after months of scanning receipts and going out of my way to purchase the more expensive brands in order to get better points on my submissions, I had enough points for a $50 **** gift card. I redeemed it on 06/14/24 and on the last hour of the 72hr approval wait my gift card was declined and ****** points were deducted from my account. I tried to contact customer service for a review and was accused of altering reciepts and the reciepts not being my own. I can prove everything submitted was purchased by me and when I asked for specific examples of reciepts that they claim are invalid, I couldn't get an answer. I scan reciepts at night and I'm thinking this is the reason their system flagged them as invalid due to the lighting, but I cannot get them to confirm or deny this. I dont want to keep putting in time and money in this app just for picture lighting to falsely flag my submissions as invalid. Fetch has said they will not be returning my points, so I'm left with thousands of points that I spent months trying to get taken away from my account and no real, specific explanation from customer service.
Business response
06/19/2024
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. During our investigation, we discovered multiple submissions of screenshots from other devices. This activity is not permitted under our Terms of Service. We have since deducted the points from this user's account.
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 (***************************************************).
Warm regards,
The Fetch Team
Customer response
06/19/2024
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.

Reciepts I've scanned have been exactly as they come and aren't screenshots. If you're talking about digital reciepts, my accounts are linked with Fetch and are autoscanned by Fetch. If your scanning system is able to automatically detect invalid reciepts, and since you're insinuating multiple of the reciepts I submitted are invalid, how would your system allow me to submit it? I feel like your scanning system is falsely flagging my real reciepts as invalid based on that. Other users have reported a point deduction and it has ended up being a mistake on Fetch's part. I've lost around ****** points all of a sudden the moment I try to redeem them, which still doesn't make sense to me. I've emailed and emailed and been told it's been for different, vague reasons, nothing specific and with direct examples.

Regards,

***************************
Business response
06/20/2024
Hello! Thank you for following up with the Fetch team!

Our Team reviewed this User's Account once more, along with the activity in question. During our review of the user's account, we have confirmed that this user had an instance(s) where this user was submitting screenshots of eReceipt orders from other devices. Our Team reached a final conclusion, to uphold the point deduction for the affected submissions, as this activity is not permitted under our Terms of Service.

In order to obtain credit for eligible eReceipt orders, users will have to submit their eligible orders by using the blue/purple 'e' which can be found in the middle of the bar of the Fetch app's screen. If this user is having issues with obtaining credit for their eReceipts; our Support Team is more than happy to assist this user in obtaining their points for missed eligible orders.

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 (***************************************************).

Warm regards,
The Fetch Team
Initial Complaint
06/17/2024
Complaint Type:
Customer Service 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.
This rewards app, Fetch, has games attached under the guise that as you get to certain level checkpoints, you will get points for completing the levels. These points eventually are traded in for gift cards, so they are basically like real money. I have been playing this one game for months, maybe even close to a year, every day. When I hit level 20, I was supposed to get a certain amount of points and I got nothing. So I emailed them and they said they were sorry and would award these points. They sent me the points to my account and I kept playing. Now I just reached the last level they award points for, level 30, and again nothing. I emailed them and they said they can only apply corrections to an account ONE TIME, so they cannot give me the points I earned. However, the correction was necessary because their system or programming was faulty, not automatically rewarding the points that take hundreds of hours to achieve. This is a program that should automatically award points. They sent me 7000 points when I now deserve ******, these points translate to cash and giftcards, which is why I am worried about them shorting me. At this point they owe me ***** points. It is hard enough to get points on this app, it already feels like a scam, and now with them saying they can only help me out once, it seems like a set up, in which no one could possibly get the final points that they put so many hours into achieving. I've learned my ******* I won't be waiting any more time, however I still need the points/money that I've already wasted so much of my time and energy on. If their system doesn't work, that means everyone will have to use their 'one-free correction' at an earlier level, so by the time they get to a level that is worth more points, they'll be ineligible, it seems like a great way for this company to worm their way out of awarding a greater amount of points.
Business response
06/18/2024
Hello and thank you for reaching out to the Fetch Team!
At Fetch, we love awarding our users for using Fetch Play, and we are so sorry to hear about the trouble with these Play points not being awarded correctly.
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 Support Team for the the game in question. We have since issued an additional 4237 Play points to this user. We would like to note that this maxes the user out for the game mentioned 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
Initial Complaint
06/17/2024
Complaint Type:
Product 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.
Twice now I have tried redeeming points for gift cards with this company, and twice I have had points taken away with an unproven claim that I broke rules. The first time I shrugged off because I didn't care to delve too deeply, but the second time is absolutely ridiculous and unfounded. I have been unjustly accused of fraudulent behavior when I have evidence that I earned my points fairly thru bank statements, my email and by playing games. This company does not request evidence or any sort of appeal whatsoever; they simply pick and choose whether or not they will let you use your points to redeem for gift cards, without any solid evidence.
Business response
06/18/2024
Hello! Thank you for reaching out to the Fetch Team!

Our Team reviewed this user's account and activity in question. Upon final review, our Team discovered multiple instances of this user submitting receipts that they did not pay for, in an attempt to gain Fetch points. As a final decision, we have decided to uphold the point deduction for the affected submissions. The user will not be able to get the points in question back.

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 (***************************************************).

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

Warm regards,
The Fetch Team

Customer response
06/18/2024
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 have received no evidence of fraudulent activity from this company. When told that I have proof that the purchases were made by myself, I received no response and no proof in contradiction to my claim.
This company appears to have the ability to simply claim fraud and withhold goods and services, thereby resulting in false advertising.

Regards,

***************************
Business response
06/19/2024
Hello! Thank you for following up with the Fetch ********** comprehensive review has been carried out concerning the concerns raised in this Better Business Bureau complaint. We confirmed several instances of this user uploading receipts that went against our Terms of Service in an attempt to gain Fetch points fraudulently. After careful consideration, our team has concluded that the decision regarding these violations is final. We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 28 (***************************************************).
In our Terms of Service, which was agreed upon when you signed up, any form of fraudulent activity is in 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 your points, suspending your account, and taking any other legal or equitable action which may be available to us.
If the user has any other questions, please feel free to reach out to us at **********************************.
Warm regards,
The Fetch Team

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