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:06/10/2025

  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.

  I downloaded a game that was recommended on the Fetch rewards app because you're supposed to earn points for different levels completed. I I've completed multiple levels and haven't received all of the points that I was to receive. I've spent a lot of time and real money on the game to advance quicker on points. I've reached out to Fetch and they said "Please note that we're unable to manually award any additional points, but we encourage you to explore new games in your Catalog to continue earning!Just be sure the game is listed under My Apps/In Progress before you kick off your next gaming adventure." This game IS listed under my apps. The name of the game is "Dice Dreams". I just don't understand how they can recommend a game, give specific levels at which you earn points and then not honor the points when something goes wrong. I enjoy Fetch a lot but this seems extremely unfair and a bit shady.

  Business Response

  Date: 06/13/2025

  Hello, thank you for reaching out to the Fetch team!
  
  A thorough review was conducted in response to the concerns outlined in the users Better Business Bureau complaint.
  
  During this process, it was determined that while the user initially downloaded the game on 01/10/2025, they began using a new device on 03/03/2025. Unfortunately, Fetch Play games are linked to the original device on which they were accessed and cannot be transferred to a different device.
  
  As a gesture of goodwill, a one-time exception was made on 03/21/2025, and ***** points were awarded for the missed tasks. At that time, the user was informed that additional points could not be granted moving forward.
  
  We encourage the user to review our Terms of Service with specific regard to Fetch Play, section 46 (***************************************************)
  
  If the user has any other questions, please feel free to reach out to us at ************************************************************.
  
  Regards,
  
  The Fetch team

  Customer Answer

  Date: 06/14/2025

  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.
  
  Since I've downloaded Fetch and the game, I have never changed devices. I've consistently used the Galaxy s23 for over 2 years now. I'm wondering what the basis is for saying that it's not the same device.
  
  Regards,
  
  ******** *********

  Business Response

  Date: 06/18/2025

  Hello, thank you for following up.
  
  After a thorough review, we have decided to grant the remaining points for the missing milestones for this game. A total of 6941 points has been added to the users account, and they will see the update upon their next app refresh.
  
  Please be aware that no further points can be awarded for this game, as multiple exceptions have already been made.
  
  If the user has any other questions, please feel free to reach out to us at ************************************************************.
  
  Regards,
  
  The Fetch team

• Initial Complaint

  Date:06/05/2025

  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.

  ***** points were deducted in early May and another *********************************** end May. There are no specific reason why it happened this time. Could I urge a proper review and restore the points back to my account?

  Business Response

  Date: 06/06/2025

  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 reissue ****** points back to their account.
  Should the user have any further questions, we are always available at ************************************************************.
  Best Regards,
  The Fetch Team

  Customer Answer

  Date: 06/08/2025

  [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:06/03/2025

  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.

  I participated in a Fetch promotion during FetchTophia that offered ****** points for submitting a qualifying eReceipt for blue apron. I followed all instructions, and the receipt was sent to my connected email account. However, ******************** is now denying the points, claiming its due to my use of Apples Private Relay.I have reviewed Fetchs eReceipt Eligibility Requirements thoroughly, and nowhere does it state that Private Relay emails are ineligible. The receipt was delivered to my original, connected email address which meets their stated criteria.Ive reached out to customer service multiple times to resolve this issue and have been dismissed each time with the same reasoning, despite no written policy supporting their decision. This feels deceptive and misleading, especially since the promotion was heavily advertised and I completed it properly.I am requesting that Fetch honor the promotion and issue the ****** points I earned.

  Business Response

  Date: 06/04/2025

  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 ****** points for the Blue Apron offer as a one-time exception.

  These points were not added to a receipt, but the user can see them in their point history by tapping Points activity on your Account tab. Additionally, they should have received an email letting them know these points were added to their account. Please note that moving forward, the user must have an accepted email domain to receive points for their eReceipts.

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

  Kind Regards,

  The Fetch Team

  Customer Answer

  Date: 06/04/2025

  [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. 
  
  Regards,
  
  Andreakka *******
  

• Initial Complaint

  Date:06/02/2025

  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.

  So I recently heard about fetch rewards and so I downloaded it. I seen you basically buy stuff to get points which you can then redeem for gift cards. I **********. ot of items that I would buy anyways so I went on a shopping spree to get all the points I could especially since they were offering double points for Fetchtopia. I ended up getting over ********* points. I went to redeem some of my points for some gift cards and before the gift cards were processed I received a notification that the gift cards were canceled and that they took ********* points from my account. There is a way I can request a review and so I did. When I did they came back with a generic response saying that some of the receipts did not follow their submission guidelines. So they removed them. No orders or items that i got points for was canceled or returned and there was no photo of a digital reciept. I asked them which points were removed from which transaction and I asked them to put my points back on my account for the receipts that I submitted. They couldnt tell me which ones they removed and they basically just said that this matter is considered resolved and they are not adding the points back to my account. This company is receiving money from their brand partners but yet when customers go to redeem their points that they rightfully earned, they cancel them and take their points.

  Business Response

  Date: 06/03/2025

  Hello, thank you for reaching out to the Fetch team!
  
  We have conducted a thorough review in response to the concerns outlined in your Better Business Bureau complaint.
  
  During this process, we identified multiple instances where the user placed online orders and then canceled them. This behavior is a violation of our Terms of Service. As stated in our policy, Fetch reserves the right to take appropriate action, including point deduction, when activity is determined to be fraudulent.
  
  Per the Terms of Service agreed to at sign-up, any form of fraudulent activity constitutes a breach of those terms. Fetch, at its sole discretion, may take action against such activity, including, but not limited to, deducting some or all Points from the account, terminating the account, and pursuing any other legal or equitable remedies 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: 06/03/2025

  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.
  
  What orders do you say were canceled? Can you show me which orders were canceled. There was one or two that were canceled but I didnt receive points for the ones that were canceled. 
  
  Regards,
  
  ****** *****

  Business Response

  Date: 06/03/2025

  Thank you for the follow-up regarding the Better Business Bureau complaint.
  
  Following a comprehensive review of the account activity, ******************** has identified multiple instances of activity that violate the Terms of Service (Section 34: ***************************************************). As stated in the policy, Fetch reserves the right to take appropriate action in response to unauthorized or fraudulent behavior, including point deductions and account deactivation.
  
  Given the nature and scope of the violations, the account has been permanently deactivated in accordance with the Terms of Service agreed to at the time of registration. This decision is final. In line with our policies, we are unable to share further details about specific transactions, as such matters are handled at Fetchs sole discretion.
  
  Users are encouraged to review the Terms of Service for more information regarding prohibited activity.

  We appreciate the understanding.
  
  Regards,
  
  The Fetch Team

  Customer Answer

  Date: 06/04/2025

  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 delete my account in its entirety. I want any and all information and reciepts deleted. 
  
  Regards,
  
  ******

  Business Response

  Date: 06/07/2025

  Hello! Thank you for reaching back out to us.
  
  Our team has reviewed this users account and confirmed the receipt of their deletion request. In accordance with applicable state privacy laws, we have up to 45 days from the request to complete the deletion process. The user will be notified once the process is finalized.
  
  For more information, this user can review our Privacy Policy here: *************************************************
  
  Warm regards,
  
  The Fetch Team

  Customer Answer

  Date: 06/09/2025

  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.
  
  Once my account is entirely deleted and all my information is removed I will accept the business response. Until then this issue will not be resolved. Thanks!
  
  Regards,
  
  ******

  Business Response

  Date: 06/10/2025

  Hello and thank you for reaching back out.
  
  Our team has confirmed that the account deletion request has been received and is being processed.
  
  As per applicable state privacy laws, we have up to 45 days to complete the deletion process.
  
  The user will be notified once the process is finalized.
  
  Best regards,
  
  The Fetch Team

  Customer Answer

  Date: 06/10/2025

  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 got an email stating my account and all information was deleted but why when I  try to log in i get the message stating "looks like you already have an account on this device! Please log into your existing account." If all my information was actually deleted it wouldn't have a message like that! That means that you guys still have personal information of mine. I want any and all information removed completely!
  Regards,
  ******

  Business Response

  Date: 06/12/2025

  Hello,
  Thank you for following up.
  We can confirm that this user's account has been deactivated and their deletion request has been processed in accordance with our Privacy Policy and applicable state privacy laws. Please note, as outlined in our policy, there are certain exceptions where we may retain limited information, including in cases involving fraud prevention and security purposes.
  For more details, we encourage the user to review our Privacy Policy here: *************************************************.
  Best regards,
   The Fetch Team

• Initial Complaint

  Date:06/02/2025

  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.

  They withdrew ***** points without explanation after the end of the Fetchtopia promotion. Although I did not violate anything. They made a correction to the accruals after a few days. During the promotion, there were accruals of 2. After the correction, they made 1. I wrote a letter asking for an explanation of the reason. There was no response or return of the points withdrawn without reason. Please sort this out!!!

  Business Response

  Date: 06/03/2025

  Thank you for reaching out to the Fetch team.
  
  We have thoroughly investigated the matter raised in the complaint.
  
  During our investigation, we have decided to award the missing ****** points to this user. We advise refreshing the App so the new balance can be reflected.
  
  If the user has any other questions, please feel free to reach out to us at ************************************************************.
  
  Regards,
  
  The Fetch team

• Initial Complaint

  Date:06/02/2025

  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.

  i redeemed ****** points for a $25 gift card. After the transaction was processed, I checked my account to print the reward and use it with the chosen merchant. The reward is there, but there are no instructions on how to use it. I've contacted Fetch Rewards several times but they don't give me the instructions on how to use the gift card. I'd like the $25 gift card or a refund of ****** points.

  Business Response

  Date: 06/02/2025

  Hello and thank you for reaching out to the Fetch Team!
  We were more than happy to take a closer look at this account. Upon investigation, we can confirm that this user redeemed *************************** points towards a Habitat for Humanity donation. This is a donation to a charity, and not a spendable gift card.
  All reward redemptions are final. Once a reward is available for use, we are unable to make any changes. We understand that the result may not be as anticipated, but we appreciate the understanding.
  Warm Regards,
  The Fetch Team

  Customer Answer

  Date: 06/02/2025

  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 honestly and completely thought I was redeeming points for a gift card. As much as I'd like to donate to charities, I don't have the means to do so. ****** points took me a long time to acquire. I would like the points to be returned to me so that I can use to purchase much needed household items as I am on social security disability. Thank you kindly for your attention.
  
  Regards,
  
  ***** O

  Customer Answer

  Date: 06/05/2025

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

  Business Response

  Date: 06/05/2025

  Hello and thank you for reaching back out to the Fetch Team.
  When taking a look, it appears we have addressed this complaint previously on 23405625.
  Upon investigation, we can confirm that this user redeemed *************************** points towards a Habitat for Humanity donation. This is a donation to a charity, and not a spendable gift card.
  All reward redemptions are final. Once a reward is available for use, we are unable to make any changes. We understand that the result may not be as anticipated, but we appreciate the understanding.
  Warm Regards,
  The Fetch Team

  Customer Answer

  Date: 06/05/2025

  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 checked and re-checked the Fetch App and could not find where it says it's a donation before I redeemed the points for a gift ******* does not specify in the description. Also, their email states my gift card is ready. This could be considered false advertising or leading a consumer to think otherwise.
  
  Regards,
  
  ******* ******

  Business Response

  Date: 06/06/2025

  Hello and thank you for reaching back out to the Fetch Team.
  
  The Habitat for Humanity donation is listed with our other donations as 'Charity' in the app. This is a donation to a charity, and not a spendable gift card.
  
  After thoughtful review, we would like to share that the decision concerning the case has been finalized.
  
  We understand that the result may not be as anticipated, but we appreciate the understanding.
  
  Warm Regards,
  
  The Fetch Team

  Customer Answer

  Date: 06/10/2025

  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 have contacted the merchant, Habit For Humanity, directly. I'm hopeful this will resolve the issue and I'm truly disappointed in Fetch Rewards for not understanding or offering to make an exception for what was not made clear and can be confusing as per the wording of their promotions/rewards.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:06/01/2025

  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.

  They took ***** points from me equal to 71 dollars. I work hard for my points. When I went to cash out for a gift card they removed the points and canceled my gift card redemption 3 days later. Would like my ***** points returned to my account.

  Business Response

  Date: 06/02/2025

  Hello, thanks for reaching out to the Fetch Team!
  
  Upon investigation, we have identified that the user is adding not purchased products to their receipts. This is a violation of our Terms of Service and any receipts identified with this behavior will be removed.After careful consideration, we want to convey that the decision regarding the case is final. 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: 06/02/2025

  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.
  

  Regardless they took away ALL of my points ******. Every one. They did not deduct for a product not purchased. Need points restored for the products purchased. Thank you. 
  
  Regards,
  
  ******* Sorar

  Business Response

  Date: 06/04/2025

  Thanks for following up with us!
  
  We have taken another look at the user's account and can confirm that the user was reissued ****** points into their account. 
  
  If the user has any further questions, they can always reach out to us at ************************************************************. 
  
  Warm Regards,

  
  The Fetch Team

• Initial Complaint

  Date:06/01/2025

  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 deducted from my account ****** points (almost $60) without any explanations during their fetchtopia and refuses to provide any information what was wrong with my transactions. Many people complained about similar situations. I had almost 500k points on my account and claimed 2 ****** and ***** gift cards and upon receiving them they deducted those ******. Ive contacted them multiple times (support, ********, account review), but didnt hear any single explanation. Ive never returned anything after receipts processing and as a single mom of 3 kids (widow) Im very disappointed but such untrustworthy service when you can just loose your money. Ive tried to collect points to get my kids good gifts cards and have collected points for a long time. This ignore from their side is very unprofessional. So Id like to file a complaint for false advertisement and consumer harm.

  Business Response

  Date: 06/02/2025

  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. 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:05/31/2025

  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.

  Fetch offered rewards on purchases, I made those purchases for myself under my own info and uploaded them to fetch yet when I went to redeem the rewards fetch removed ******* points saying I broke rules even though I have proof I did not, I emailed them multiple times with proof every time they responded with a different excuse as to why my rewards were removed and that they would not be returning them. They removed $113 worth of points. I would like them to prove where I broke their rules or return my points. All the accounts made for purchases are in my name, the card used, all picked up, only canceled order was not on my part as the store canceled it and even then that order was only worth ****** rewards not over 100k. They refuse to make it right and now are not responding to my complaints. This is customer hurt. I will also be sending it all to my attorney.

  Business Response

  Date: 06/03/2025

  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 reissue ******* points back to their account.
  
  Should the user have any further questions, we are always available at ************************************************************.
  
  Best Regards,
  The Fetch Team

• Initial Complaint

  Date:05/30/2025

  Type:Customer Service 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.

  Made a degree all over body deo at ********* during fetchtopia and was not awarded the points, suddenly offer disappeared, I made multiple attempts to contact fetch customer service and explain the situation. I explained it is false advertisement and consumer harm.

  Business Response

  Date: 05/31/2025

  Hello, 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. During our investigation, we have decided to award the missing ***** points to this user. We have since awarded these points back to the user. We advise refreshing the App so the new balance can be reflected.
  
  If the user has any other questions, please feel free to reach out to us at ************************************************************.
  
  Regards,
  
  The Fetch team