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:05/30/2025

  Type:Delivery 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 May 26th I received a point reduction of ***** points. I emailed them repeatedly asking why and what transaction caused this action. I have not received any response as to the reason or what transaction could have possible caused them to take this action

  Business Response

  Date: 05/30/2025

  Hello, thanks for reaching out to the Fetch Team!
  
  Upon investigation, we have identified that the user has previously submitted images of receipts which are not accepted. 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

• Initial Complaint

  Date:05/29/2025

  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 had double points on certain items during Fetchtopia May 21 through 27 2025. I I went to krogers on May 23 (see receipt photo). I purposely purchased slice soda. Sargento cheese crackers, fancy feast gems, wheat thins and ***** killer bread bars. The rebates were as follows:Slice soda buy 2 get 2000 points up to 3 times. Totaled 6000 points or $6.00. I purchased 6 cans.***** killer bread bars buy 2 get 3600 points up to 3 times. I had previously purchased 1 a week before so this time I purchased 5. I should have received $3.60 x 2 and 1.80 for completing the one I purchased the week before. I only received 1.80 x 2 instead of fetchtopia amount and never got credit for completing the 3rd. Wheat thins buy one get 2000 points or $2.00 up to 2 times but they gave me 1000 points x 2.Sargento cheese bakes buy 2 get ****** points. That was correct.Fancy feast gems spend $9.00 get 4500 points or $4.50. I bought 5 and spent $10.00 and got 2250 points $2.25 instead of the 4500.All totaled I was shorted $17.15. I purposely went to the store to purchase these items and then they dont honor their rebates or miss items on the receipts. They give 3 days to notify which I did but they take 2 to 3 days and they dont fix it! I feel like this was done on purpose like they either cant afford to honor their rebates or they hope you dont keep receipts or check to make sure you get the correct amount. It happens on almost every receipt where I have to contact customer service but this time they didnt fix it. I want my points / $.

  Business Response

  Date: 06/04/2025

  Hello, 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. After a thorough investigation, we found that the user has received the correct points for most of the items submitted. However, we identified a few instances where additional points were owed. As a result, we have awarded a total of ****** points to the users account.
  If the user has any other questions, please feel free to reach out to us at ************************************************************.
  Regards,
  The Fetch Team

• Initial Complaint

  Date:05/28/2025

  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.

  I made purchases on 5/21/25 and cancelled some. I contacted the company and they were owed ***** points. They took the points back and in addition a 25 and 10 **. The ** should not have been taken. I said oh well as they refused to refund. I made other purchases and cashed out for a 25, 10 and 3 **. They again took those cards and *****. When I question them they send a generic message. They owe me all the **'s and the ***** points. They ***** I was not entitled to and reported to them I cancelled. They told me I am not "allowed" to cancel orders after scanned. Well due to finances my husband said we had to and I NOTIFIED them right away!!! They are doing this to so many people as they had a event Fetchtopia where double points were given now they are reversing so many. Scam, unfair and unethical,

  Business Response

  Date: 05/29/2025

  Hello, thank you for contacting the Fetch Team.
  
  We have carefully reviewed the issue outlined in the complaint. Upon investigation, we confirmed that the user submitted a ticket and openly acknowledged canceling orders after they had been scanned. Unfortunately, this behavior is a violation of our Terms of Service. As stated in our policy, Fetch reserves the right to take appropriate action, which may include deducting points earned through canceled scanned orders.
  
  We understand this may not be the outcome that was hoped for, but we appreciate your understanding of our position. After thorough consideration, we would like to confirm that the decision regarding this case is final. They can review our Terms of Service here:
  (***************************************************)
  
  Regards,
  
  The Fetch team

  Customer Answer

  Date: 05/29/2025

  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.]
  
  Regards,
  
  **** ******

  Customer Answer

  Date: 06/01/2025

  I made several orders on 5/21/25. My husband told me I spent too much money. I cancelled and immediately emailed Fetch as ****** points were now not earned, and I was not entitled to them. I had points in my account from previous transactions, so I ordered a 25 and 5 GC leaving way more than the ****** in my account for them to "take back". They took the ****** and denied my cards which cost ***** - ****** and the 5.00 ***** (****** points). They had no reason to do that. Next, I was still earning and had a balance and ordered a 25, 10, and 3 card for ******, ****** and 4500 (******). They denied my cards and deduced ****** points. All my orders are valid except the ones I cancelled for the initial ******. I have asked for reviews which get a generic response and then deleted. I have asked for proof/details for the deductions and get nothing. They say I "admitted" cancelling, YES, I informed them. And ****** is all they should have took! They owed me so many points and GC's back. 

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have submitted multiple receipts to this money savings app. When redeeming for promised gift cards with points I earned on purchases, my points were deducted though redemption was declined and points were not replaced in my account, they were simply taken away as if I redeemed the card, without a reward being given and with no further information on why. I reached out to customer service and have not heard back. I still have documentation of my receipts and the rewards history they advertised for earning with specified products within the app.

  Business Response

  Date: 05/28/2025

  Thank you for reaching out to the Fetch Team!

  Our team has thoroughly looked into the issues outlined in the Better Business Bureau complaint. After further investigation, we have decided to award the user ******* points back to their account as a one-time exception.We would like the user to note that within our Terms of Service, which was agreed upon when the user signed up, any form of fraudulent activity is a violation of these Terms. Fetch may take any action in its sole discretion against any activity it deems fraudulent. Further violations may result in additional point deductions.

  We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 34 (***************************************************).

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

  Best Regards,The Fetch Team

  Customer Answer

  Date: 05/30/2025

  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 am attaching an image of current redemptions that are still processing. I will close this complaint once those are successfully processed and completed. 

  I would also like more information in relation to the claim that I did not follow the guidelines. Most of my receipts that were submitted, were digital receipts that automatically were taken from my email and advertised promotions were automatically applied with the fetch system. Though I had a few submissions on my own, most were completed through Fetch's own systems of identifying offers and applying points.  
  
  Regards,
  
  ******* *********

  Business Response

  Date: 06/03/2025

  Thank you for reaching back out to the Fetch team. 
  
  We have conducted a comprehensive examination of the concerns presented in the users follow-up. We have reviewed their account and confirmed that the rewards have finished processing. The user can access their ********************** by opening the App and tapping their point balance at the top of their screen. They can tap on the My Rewards section and select the reward to view more information.

  Please be advised that Fetch does not disclose evidence of fraud to users. While we do not take point deductions lightly, we are obligated to enforce our Terms of Service when violations occur.
  
  They can review our Terms of Service here:
  (***************************************************)
  
  If the user has any other questions, please feel free to reach out to us at ************************************************************.
  
  Regards,
  
  The Fetch team

• Initial Complaint

  Date:05/26/2025

  Type:Customer Service 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.

  To Whom It May Concern,I am writing to file a formal complaint against Fetch Rewards (****************************) regarding the unauthorized deduction of points from my account.I have been a user of the ********************** app for about 6 months now, during which time I consistently uploaded receipts and accrued points based on the programs advertised rewards structure. On 5/25/2025, I noticed a significant reduction in my points balance, without any prior notice, explanation, or justification provided by Fetch Rewards.I attempted to resolve this matter directly with Fetch Rewards by using their in-app help feature on 5/25/2025, but the response I received was unsatisfactory. I now dont have access to prior transcripts where a representative from their team advised me that my points would not be deducted as I had in fact some canceled orders that I did attempt to report on Wednesday 5/21/2025I believe this action is unfair and violates the trust that users place in the platform. I request that Fetch Rewards:1.Provide a clear and detailed explanation for the deduction of my points;2.Restore the points that were removed unfairly;3.Ensure greater transparency and communication regarding account changes in the future.Attached to this complaint are screenshots and/or records supporting my claim, including points history and any correspondence with Fetch Rewards customer service.I am seeking the ********************* assistance in resolving this issue promptly and ensuring that Fetch Rewards operates with greater accountability.Thank you for your attention to this matter.Sincerely,[******* **** ][*******************************]*************]

  Business Response

  Date: 05/27/2025

  Hello and thank you for reaching back out to the Fetch Team. We love helping our user's save and were more than happy to take another look at this account.When taking a look, our Team discovered several instances of this user uploading receipts for orders that had been canceled in an attempt to gain points fraudulently. 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.We suggest that this user review our Terms of Service, which was agreed upon when signing up for the app.(***************************************************)If this user has any questions, we are available at ************************************************************.
  
  Warm Regards,
  The Fetch Team
  
  
  

  Customer Answer

  Date: 05/27/2025

  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 provide proof of the fraudulent receipts that I uploaded minus the receipts that I attempted to report and was told to keep the points 
  
  Regards,
  
  ******* ****

  Business Response

  Date: 05/29/2025

  Hello, Thank you for reaching back out to ***
  
  Our team was glad to re-examine this account. During the review, we identified several instances where the user made purchases and subsequently canceled the orders. This behavior violates our Terms of Service. As outlined in our policy, Fetch reserves the right to take appropriate action, including account termination, in response to any activity it determines to be fraudulent.
  
  Please be advised that Fetch does not disclose evidence of fraud to users. While we do not take point deductions lightly, we are obligated to enforce our Terms of Service when violations occur.
  
  They can review our Terms of Service here:
  (***************************************************)
  
  Regards,
  The Fetch team

  Customer Answer

  Date: 05/29/2025

  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.
  
  [and what Im explaining to you is there were TWO instances where I canceled two target orders and reached out to your support team because I had already mistakenly accepted the points! Your team member replied to me and explained I could keep the points I did my part in reporting the incident you are simply not acknowledging that part and I guess we will not be resolving the issue no need to threaten deactivation as I see your platform is designed for failure since it automatically accepts e receipts that are cancelled! How are we to stop that from happening?? Reaching out to your team is simply impossible!]
  
  Regards,
  
  ******* ****

  Business Response

  Date: 06/03/2025

  Hello! Thank you for reaching back out to us.
  
  Fetch values the users feedback and is committed to addressing concerns fairly.
  
  In Support Ticket #********, the user notified the support team about two canceled Target orders. Based on that communication and the teams initial assurance that points could be kept, Fetch has reissued points for the ****** orders placed on May 21, 2025, as a gesture of goodwill.
  
  Further review of the account revealed additional canceled orders submitted for points beyond those initially disclosed. These submissions were found to be in violation of the Fetch Terms of Service, and as such, points earned from those receipts were removed. To maintain fairness across the platform, points for those violations have not been reissued.
  
  Users are encouraged to continue engaging with Fetch in accordance with the Terms of Service.
  
  For any additional questions or concerns, the support team can be reached at ************************************************************.
  
  Fetch appreciates the understanding and continued participation of its users.
  
  Regards,
  
  The Fetch team

  Customer Answer

  Date: 06/03/2025

  [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:05/26/2025

  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 cancelled my rewards points, and declined to show proof or details.

  Business Response

  Date: 06/03/2025

  Hello! Thank you for reaching out to the Fetch Team.
  Fetch values the users feedback and is committed to addressing concerns fairly.
  Review of the account revealed canceled orders submitted for Fetch points. These submissions were found to be in violation of the Fetch Terms of Service, and as such, points earned from those receipts were removed.
  To maintain fairness across the platform, points for those violations have not been reissued.
  Users are encouraged to continue engaging with Fetch in accordance with the Terms of Service.
  ***************************************************
  For any additional questions or concerns, the support team can be reached at ************************************************************.
  Fetch appreciates the understanding and continued participation of its users.
  Regards,
  The Fetch Team

• Initial Complaint

  Date:05/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using Fetch for quite some time now. Over the past 3 weeks they have deducted ****** points from my account with little to no explanation. First time was ****** about 3 weeks ago and the other time was today for ******. I tried reaching out to them to figure why points were deducted from my account. I requested to know for which receipts "validated their terms of service" as these are very specific numbers and the reason why. The only responses I've gotten back is that after reviewing my account some receipts didn't follow their submission guidelines. They didn't tell me which receipts. They said to avoid issues in the future to keep in mind: receipts must reflect personal use and not work-related. Every single receipt I have submitted is for personal use. I have proof of me using my own accounts and payments. I would like to get my points back as they are deducting them for a non valid reason. I have proof of everything. They said the case is closed but never let me dispute it.

  Business Response

  Date: 05/27/2025

  Hello.
  
  Thank you for reaching out to the Fetch team! A detailed investigation has been carried out into the matter raised in the complaint. During our investigation, we have decided to reissue this user's points as a one time exception. We have since awarded these points back to the user. If the user has any other questions, please feel free to reach out to us at ************************************************************.
  
  Warm regards,
  The Fetch Team

• Initial Complaint

  Date:05/25/2025

  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.

  On May 22, 2025 I purchased 4 SunSip sodas from WholeFoods. I has the following offers from the Fetch rewards app...****** pts. for EACH ****** soda purchased from select retailers (Whole Foods). I had 3 of the 5 redemptions remaining for this offer which would = ***** pts for 3 of the 4 ******* purchased ****** pts. (double ***** pts for Fetchtopia) for every TWO SunSip sodas. 4 purchased SunSip Sodas would equal ****** pts owed When I scanned my receipt, the app counted 3 of the 4 SunSips as the wrong product (HealthAide Kombucha) resulting in the incorrect number of points owed. I received...-1,000 pts for each HealthAide Kombucha counted in the app totaling in ***** points. I did not purchase these ****** pts. for the one SunSip that was correctly counted.I tried to update my receipt multiple times with no luck. I reached out to support. They added on ***** points to the ***** points I originally received on bringing the total up to ***** pts out of the 1***** pts owed. I reached out to support again to let them know ***** points were still missing. They said responded with, "Every offer has a set number of uses. It appears you have reached the maximum number of redemptions for this offer (five), so we cannot award any more manual redemptions. However, the final two redemptions may still show as redeemable in your Fetch app." This is not correct and I still can see the remaining redemptions, they also didn't ackowledge the ****** pts owed from the "buy 2" offer.

  Business Response

  Date: 05/27/2025

  
  Hello.
  
  Thank you for reaching out to the Fetch team! A detailed investigation has been carried out into the matter raised in the complaint. During our investigation, we have decided to award the missing 7000 points to this user. We have since awarded these points back to the user. If the user has any other questions, please feel free to reach out to us at ************************************************************.
  
  Warm regards,
  The Fetch Team

  Customer Answer

  Date: 05/27/2025

  [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:05/25/2025

  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.

  Business Name: Fetch Rewards Complaint Type: Billing/Collection Issue Complaint Details:Fetch Rewards removed a large number of points from my account, citing violations of their submission policy. They claimed I submitted:********* receipts printed on paper or screens 2.Cancelled/returned orders after submission These claims are false.I have never submitted non-compliant receipts, and never canceled any orders. The only cancellation was by ******, not me, and accounted for just ****** points.I provided a PDF with all proof of purchase, showing no cancellations or returns. Despite this, I received a generic response, and Fetch refused to properly review my account.Desired Outcome:Full review of my account Reinstatement of removed points Explanation of flagged transactions Fair, transparent handling going forward If unresolved, I will file complaints with the *** for false advertisement plus consumer harm and with California State Attorney General.Despite explaining this, Fetch Rewards has refused to properly review my account or offer any meaningful resolution. Instead, they continue to send generic and dismissive replies.I am seeking:A proper and transparent review of my account activity Full reinstatement of any points that were wrongfully removed Accountability for misleading and unhelpful customer service practices If ********************** fails to resolve this fairly, I will also be filing complaints with the *** and my State Attorney General.Desired Outcome:Reinstatement of wrongfully removed points and an accurate explanation of what actions were taken and why.

  Business Response

  Date: 05/27/2025

  Hello.
  
  Thank you for reaching out to the Fetch team! A detailed investigation has been carried out into the matter raised in the complaint. During our investigation, we have decided to reissue this user's points as a one time exception. We have since awarded these points back to the user. If the user has any other questions, please feel free to reach out to us at ************************************************************.
  
  Warm regards,
  The Fetch Team
  

• Initial Complaint

  Date:05/24/2025

  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.

  My ****** points (equivalent to $187) were all taken on May 24, unbelievable. I don't know why and how it happened. Fetch didn't provide any explanation but took all the points.

  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

  Customer Answer

  Date: 06/05/2025

  [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,
  
  Tian Shan