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:03/29/2023

  Type:Billing 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.

  Fetch Rewards deactivated my account abruptly (without warning), and said they won't let me redeem the ****** points (nearly $50) that's sitting in my account. On 3/20/23, I put in a ticket saying I cannot submit receipts, and they responded saying my account was deactivated as there was evidence that receipts submitted were not personally mine. They then said my account has been permanently closed due to the violation. I wrote back to them on 3/26/23, asking them to cite the evidence found, since the only receipts I've ever submitted have been my own, made with my own credit card (since I always use a credit card). They replied that they cannot release detailed information about the criteria for account deactivation. I'm skeptical the real reason is because I was a very high point earner, but had never given Fetch any referrals over the years, so they saw my account as costing them more than they were gaining from it.I'm not asking for my Fetch account back, I'm asking for the nearly $50 in rewards I had sitting in my account, that were robbed from me for some shady reason that I'll probably never know.

  Business Response

  Date: 03/31/2023

  Thank you for reaching out to the Fetch Team.
  
  Fetch is happy to provide a rewarding service that is fun and easy for our users. After a careful review, we have reactivated this user's account. We are happy to continue offering our services and rewards to the user. Additionally, we have reached out to the user to let them know about the reversal, and we will be happy to answer any questions at **********************************.
  
  Kind Regards,
  
  The Fetch Team

  Customer Answer

  Date: 04/04/2023

  [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:03/24/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been accused of fraudulent acts and due to those accusations my account has been deactivated and my rewards points have been stolen... I have earned my points by using my own money to pay for the products that fetch has promoted on their app... I have been efficiently using the app to maximize my time and points... Because of that I have been deemed a fraudster... They have not proven anything to support their accusations... They have only said that it appears like there's something wrong with the receipts I submitted... Which I can't believe, since all my receipts were paid in cash... I am owed ******* points equal to $670... That was a whole lot of work to achieve that... I wish for your intervention to bring fetch to restore my account and return my $670 worth of points... I have complained on numerous occasions about being put on time out for being too enthusiastic about their rewards program... I have included screenshots of those times... Their timing appears to be in relation to my progress, which is not a coincidence... And, I think I have been targeted for scrutinizing because of that... Please hold fetch accountable for me... Thank you, B.B.B.

  Business Response

  Date: 03/27/2023

  Hello and thank you for reaching out to the Fetch team! We love showering our user's with points and were more than happy to take a look at this account.
  
  It appears that this user has joined us after being inactive for some time, so we want to thank them for snapping again.
  When we took a look at this account, we discovered multiple fraudulent receipt submissions. Submitting fake receipts is a direct violation of our Terms of Service and resulted in the deactivation of this account.
  
  This user will not receive the ******************** points from these submissions, but our team has reversed the deactivation of this account with the request that this user review our Terms of Service (***************************************************) If the fraudulent behavior continues on this account, we will have no choice but to permanently deactivate.
  
  If this user has any questions, we are always available at **********************************.
  
  Regards,
  
  The Fetch team

  Customer Answer

  Date: 03/28/2023

  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 wanted clarity on the issue of whether Fetch would be giving me the points they deemed undeniably correct. Since I'm still locked out, I am unable to confirm it. Would you be able to reassure me that this is the meaning of their offer. Thank you for your assistance in this matter. Kind regards.
  
  Regards,
  
  *********************************

  Customer Answer

  Date: 04/12/2023

  I have been accused of fraudulent acts and due to those accusations my account has been deactivated and my rewards points have been stolen... I have earned my points by using my own money to pay for the products that fetch has promoted on their app... I have been efficiently using the app to maximize my time and points... Because of that I have been deemed a fraudster... They have not proven anything to support their accusations... They have only said that it appears like there's something wrong with the receipts I submitted... Which I can't believe, since all my receipts were paid in cash... I am owed ******* points equal to $670... That was a whole lot of work to achieve that... I wish for your intervention to bring fetch to restore my account and return my $670 worth of points... I have complained on numerous occasions about being put on time out for being too enthusiastic about their rewards program... I have included screenshots of those times... Their timing appears to be in relation to my progress, which is not a coincidence... And, I think I have been targeted for scrutinizing because of that... Please hold fetch accountable for me... Thank you, B.B.B.

  Business Response

  Date: 04/12/2023

  From the BUSINESS:

  Sent 4/12/2023 7:56:57 AM

  Hello! Thank you for reaching out to the Fetch team.We love helping user's save by shopping at their favorite places and we were more than happy to take a look at this! When taking a look at this user's account, our specialists were able to confirm that this user was submitting duplicate receipts from multiple stores.These types of submissions do violate our Terms of Service, which is what led to the deactivation of their account. This user will not be able to receive any outstanding redemptions or create a new account. We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 28. If the user has any questions, we'll be happy to answer them at **********************************.

  
  

  Customer Answer

  Date: 04/12/2023

  From the CONSUMER:

  Sent 4/12/2023 8:39:39 AM

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19925272, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Fetch had originally offered this to me. REACTIVATION OF MY ACCOUNT ON 3/27/2023 @ 10:11:21 AM...   And I accepted it... A ****** EMPLOVEE REJECTED THE OFFER CREATING THIS PROBLEM FOR ME... ALL BECAUSE I ASKED A QUESTION... THIS IS UNACCEPTABLE... I FEEL COMPLETELY BETRAYED BY THE ACTIONS OF **********************, WHO HANDLED MY COMPLAINT... I EXPECT THAT THE ****** STRAIGHTEN THIS OUT PLEASE...]
  
  Regards,

• Initial Complaint

  Date:03/24/2023

  Type:Delivery 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.

  Fetch has lost numerous packages and takes zero accountability. My roommate and I are forced to use Fetch as an apartment resident that has a contract with Fetch. In the last year and half a month, Fetch has misdelivered packages on multiple occasions and nothing has been done to fix this problem. Fetch misdelivered a package on 4/5/2022. In the end, I was compensated for not even close to the original amount of the package's worth. The package also contained medicine for our epileptic dog, and the compensation did not account for any of our dog's health issues that resulted from not having access to that medication. On 1/19, my roommate's package was delivered to the wrong apartment in my complex. The delivery receipt shows a completely different apartment number. Nothing was ever done about this.On 2/24, Fetch delivered my package to the incorrect apartment complex (label TBA305482363881). The photograph taken by the delivery driver clearly indicates the wrong complex since the door is completely different from my door on other pictures. Nothing ever came of emails and chats between customer service and me. I had to physically go to the apartment complex and retrieve my package. Nothing was ever done about this.On 3/24, Fetch claimed to have attempted delivery at 3:44pm (label TBA305909434188). I was at home waiting for that delivery. No contact was attempted between driver and me (no knocks on door--nothing). The application states that a driver will attempt delivery again at 4:14. It is currently 5:18pm. On the same day, our dog's medication was delivered to the wrong apartment complex (label *********************************). The package contains medication for our epileptic dog.I have never had such a poor experience in such a short span of time in using any service. Please adequately train your drivers to use the numbering/coding system of apartment complexes that you created so packages can be delivered correctly.

  Business Response

  Date: 03/27/2023

  Thank you for contacting us and sending this information over! Fetch is 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

  Customer Answer

  Date: 03/29/2023

  [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:03/21/2023

  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.

  I used rewards points last year, November 2022, to get a $50 ****** card. I've tried repeatedly to use it, but it won't go through. I've tried both in store and online and both ways says there is no availability on it. I've contacted Fetch about it multiple times trying to get a resolution. Just keep getting the run around and excuses about a third party issuing the card. I've asked for ********* back, only got an email saying no unauthorized use of my account has been detected. I never said anything about this possibly happening. Just another way of Fetch skating around the issue and not rectifying it. I just want my ****** points back and they can remove the useless card from my rewards.

  Business Response

  Date: 03/24/2023

  Hello and thank you for reaching out to us. We love to reward our Users for saving on the brands they love. When looking into this User's account, we were able to confirm that there was no account takeover or otherwise fraudulent activity taking place that would have prevented the User from accessing their reward. We found that their account was secured at the time of redemption and detected no unauthorized logins. As we use a Third-party gift card processing service, our recommendation for this User is to get in touch with the retailer directly for information on the card activity. Due to this, we, unfortunately, don't have a way to see internal gift card processing details. We can only confirm that the gift card was awarded to the User's account with no errors registering. Thank you for understanding and let us know at ********************************** if there is anything else we can assist with.

  Regards,

  The Fetch Team

  Customer Answer

  Date: 03/25/2023

  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 never said there was unauthorized activity. This is one of many excuses Fetch has already given me in the many emails I have sent them directly. The issue is with the card that a so called third party provided on behalf of Fetch. I have explained to Fetch over and over that the card had a zero balance, but has never been redeemed by me.  Perhaps, it was not activated by the third party before being sent to me. Regardless, the response from Fetch does not resolve the issue. I used over ****** in rewards points that I saved up for months so that I could specifically use them for the ****** card. I either want a working card or my points given back to me so that I can use them for something else.  I'm tired of the many excuses, which change each time I respond to replies. I work in customer service and would never treat my customers in the way Fetch does. Do what is right and fix the issue and stop making excuses. 
  
  Regards,
  
  *************

  Business Response

  Date: 03/27/2023

  Hello and thank you for following up!
  
  Our team was more than happy to take another look at this reward.
  
  After a thorough investigation, our specialists have determined that reward was delivered without error.
  
  We have also confirmed that there was no unauthorized login to your Fetch account. We use a third party to award the gift cards so we don't have a way to see internal gift card processing details. We do suggest that this user reach out to ****** for further information. You can contact their customer service team here: (****************************************************)
  
  Kind Regards,
  
  The Fetch team

  Customer Answer

  Date: 03/28/2023

  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,
  
  *************

• Initial Complaint

  Date:03/21/2023

  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.

  I have had a Fetch account for well over a year with no issues/complaints. Recently I tried to obtain a reward for Bath and Body works and it was declined. No explanation. When I wrote to customer service to inquire as to why I was told I was using fraudulent receipts. Huh? I had no idea what was fraudulent until I received an email back stating I was making receipts etc and my points were taken away. I have never submitted a fake receipt, all of my receipts were from legitimate stores with barcodes. I advised that no points were taken away just given back and please provide proof of these fraudulent receipts because I have no idea where this is coming from. Who makes receipts that are not legitimate? No response back. So I tried to resubmit. Again same issue and this time they took some points? Why I have no idea. So I accumulated more points via my paper and e-receipts. Again declined saying I dont have enough points for the reward requested Im not sure what changed or what type of game Fetch is playing. Are they now not able to commit to giving out rewards are they overwhelmed so they pick and choose who they can afford to give rewards to? So many people that I know are having the same issues and its discerning.

  Business Response

  Date: 03/21/2023

  Hello! Thank you for reaching out to the Fetch team!
  
  We have reviewed the user's account and activity in question with our team. We show that there were multiple receipt submissions of screens containing eReceipt details and that this user received points from these submissions. We do not accept photo scans of digital receipts that are printed on home paper or of screens because we are unable to confirm the origins of those submissions. This type of activity goes against our Terms of Service. 
  
  We have since removed the points that were obtained fraudulently from these submissions. This user will not be able to get these fraudulent points back. 
  
  Fetch loves to award points to our users who act within our guidelines in our Terms of Service, which can be reviewed here: (******************************************************). Please refer to line 28 within our Terms of Service. 
  
  Fetch may take any action in its sole discretion against any activity it deems fraudulent, including terminating an account. This includes but is not limited to, when somebody tries to fraudulently obtain points. Fetch has the prime goal of providing a fair experience for users to accumulate points and maximize their savings, this is why we have to freeze/deactivate accounts that violate our Terms of Service.
  
  If you have any further requests for more information on this matter please let us know at **********************************.
  
  Warm regards, The Fetch Team.
  
  

  Customer Answer

  Date: 03/21/2023

  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.]
  I have never submitted receipts that were fraudulent or printed by myself. Its horrible when I have to go round and round when I have done nothing different than from day 1. This however is for the record for others that experience this same issue that *** just encountered. 
  Regards,
  
  ***************************************

  Business Response

  Date: 03/27/2023

  Hello and thank you for reaching back out to the Fetch team.
  
  We love rewarding our users for shopping at their favorite places!
  When taking a closer look at this account, we are able to see that this user has submitted images of a screen and email printouts. These types of submissions are not valid and led to the removal of some of the points on their Fetch account.
  
  We recommend that this user review our Terms of Service (***************************************************) and also (**********************************************************************-Eligible-Receipts) in regards to accepted receipt formats.
  
  If the user should have any further questions, we are always available at **********************************.
  
  Warm Regards,
  
  The Fetch team

• Initial Complaint

  Date:03/13/2023

  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 recently changed it policy for points redemption. Now it takes up to 72 hours for one to get a gift card for one's points. After running into this new policy when I wanted a gift card to help pay for a meal at the Cheesecake Factory, I decided to redeem my points at stores that I go to fairly frequently to have when I go shopping.I redeemed ****** points for a $50 gift card at Kohls as of 1/31/23. On 3/12/2023, I found out that the balance on my card was zero. I contacted Fetch via the app and basically told, per the Terms and Conditions, that they would not make me whole.On 3/13/2923, I contacted ***** to find out where the card was used and found it was used in Witchita, ******. I have never, not once been to ****** and know no one who lives in that part of the country. It is clear that the security of the Fetch app is faulty. How is an unknown person able to know that I was issued a gift card? From what I see on this site, other people were scammed around the same time. Do they even realize how much time and effort was used to amass ****** points only for it to be scammed from me. Also, it seems that my data is not safe with them as they will not acknowledge a problem. ****, deflect, and distract does not build trust. Do better Fletch.

  Business Response

  Date: 03/14/2023

  Hello and thank you for following up with the Fetch team.
  
  We reviewed this user's account and we show that there was a ****** gift card redeemed on 1/31/2023. Our specialists have determined that this reward was awarded to the account with no errors registering. After a thorough investigation, we also do not show any unauthorized access to this user's account. As we here at ******************** take security very seriously, feel free to review our Privacy Policy, (**************************************************). 
  
  We use a third party to award the gift cards so we don't have a way to see internal gift card processing details. Due to this, all reward redemptions are final as we have no way to rescind them. We are unable to issue a new reward however, we added an additional ***** points to the user's account for the trouble. Please don't hesitate to contact ********************************** with any questions.
  
  Kind Regards,
  
  The Fetch Team

  Customer Answer

  Date: 03/16/2023

  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.
  
  Fetch is using a third-party vendor to shield it from the responsibility of protecting my data.  This is not just about getting ********* back.  Hackers are constantly stealing data from companies with insufficient security.  Their response shows that they don't care about a clear issue with data integrity.
  
  Regards,
  
  *************************

  Business Response

  Date: 03/17/2023

  Hello and thank you for following up!
  
  Our team was more than happy to take another look at this reward. After a thorough investigation, our specialists have determined that reward was delivered without error. We have also confirmed that there was no unauthorized login to your Fetch account.
  
  We use a third party to award the gift cards so we don't have a way to see internal gift card processing details. We do suggest that this user reach out to ****** for further information.
  
  You can contact their customer service team here: (****************************************************)
  
  Kind Regards,
  
  The Fetch team

• Initial Complaint

  Date:03/03/2023

  Type:Billing 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.

  Ive been trying to get in contact with fetch rewards customer service but I havent been getting any response. Im having some issues with my account I had a $50 gift card processing and then it said it needed more time to process then just disappeared. I recently received a email stating that I have more than one account and that is not exactly true, I have had this account for a little over a year and when I was still very new to the app I forgot my email password I created another account and when I remembered my password I went back into this one. I wasnt aware that I was not allowed to make another account so I apologize for that but I have not been active or even used any account but this one. I have had this account since 2/10/22 and I have never once had any issues so I just dont understand why its causing me so much trouble. I tell all my ******** friends about fetch and I bring them to the app using my referral code and I have made my son and daughter an account on their own phones all my family loves using fetch rewards so this is so sad giving how much I use fetch rewards.

  Business Response

  Date: 03/04/2023

  Hello.

  Thank you for reaching out to Fetch!

  We are committed to delivering the best experience to the members of the Fetch Family and were happy to look into this reward for the user. We were able to locate the user's account.Based on the information provided we can see that the user had canceled their reward on their end. We  have reached out to the user using their ******************** email to let them know that they are able to resubmit their points for their reward if they wish. If the user has any questions, we'll be happy to answer them at **********************************.

  Warm Regards,

  The Fetch team

  Customer Answer

  Date: 03/04/2023

  [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:03/02/2023

  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.

  I redeemed points for a $25 Paramount+ gift card. When I go to click on the button that says go to e gift card link, nothing happens. I have tried from other devices and have tried opening within the app and in my email. The link seems as though its empty. I reached out to customer service Monday 2/27 and it is now Thursday 3/2 and I have not heard a single thing back. Just an automated email that says they will respond as soon as they can. Its been 4 days! How is there not even the slightest bit of help to figure it out? This is my very first gift card have bought after collecting points. I am disappointed because the customer service seems to be so poor and there is no number to call. Other apps have followed through with their promises and this one does not. I had referrals and now worry if this will happen to them as well!

  Business Response

  Date: 03/03/2023

  Thank you for reaching out to Fetch!

  We are committed to delivering the best experience to the members of the Fetch Family and were happy to look into this reward. Based on the information provided we can see that the user has not yet reached out to our team regarding this matter. We were able to locate the user's account, however, and have reached out to their Fetch email with troubleshooting steps to help them retrieve their reward. If the user has any questions, we'll be happy to answer them at **********************************.
   
  Warm Regards, The Fetch team
   

  Customer Answer

  Date: 03/03/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. 

   

  Fetch has responded to the claim, but the information provided did not solve my issue. I will be waiting to see if they respond again. 

   

  
  Regards,
  
  ***************************

  
  

  Business Response

  Date: 03/03/2023

  Hello! Thank you for following up with Fetch.

  It is our mission to rewad our users for their everyday purchases! Our team reached out to ****************** to escalate this issue and correct the problem with the link. Following this communication, we were able to follow up with user and confirm that they were able to successfully access their reward. Thanks again for reaching out to Fetch, for questions or concerns we can be reached at **********************************.

  Regards,

  The Fetch Team.

   

   

   

• Initial Complaint

  Date:02/24/2023

  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.

  I purchased face patches from SiO beauty online 2/23/23. I received a confirmation email and shipping email. The purchase is worth **** points. Since the order was placed online, I did a e-receipt scan so the app can scan my receipt and get credit for my purchase. The app did not recognize the receipt so I printed it and submitted it as a scanned receipt. The app took the receipt but did not award me my full points. I contacted the help center through the app and explained my situation. The rep stated that the reason my e-receipt was not accepted was be because the app dont recognize certain email and thus will not recognize the receipt, yet I signed up with my hotmail account. The rep stated for me to open a gmail account, so I did. Did the e-receipt scan after forwarding the order and shipping information from my old email. Still didnt work, so I contacted them again. This time they sent e-receipts eligibility requirements stating that e-receipts cant be forwarded from one email address to another; now tell me how will a new email account have information from my old email address without me forwarding it. At this point, Fetch is giving me the run around when I have provided enough proof that I purchased the item. They need to honor their end and fix their receipt scanning system and give me my points.

  Business Response

  Date: 02/25/2023

  Hello!
  
  
  Thank you for taking the time to reach out to Fetch! Our mission is to reward our users for their purchases so we were more than happy to review this user's submission!
  
  
  After taking a look into this users account we see that the receipt submission for the product was submitted as a PDF which is not a supported receipt format and the user was informed of how to properly upload digital receipts. Fetch does not support forwarded emails as digital receipts.The user was also informed the the email domain hotmail.com is not a supported email domain and that they can create a ****** email address for all future digital receipts. 
  
  
  The user can learn more about our eReceipt feature here : **********************************************************************************
  
  
  We will be happy to answer any questions they have at **********************************.
  
  
  Kind regards,
  The Fetch Team

  Customer Answer

  Date: 02/27/2023

  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,
  
  **************************

• Initial Complaint

  Date:02/24/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been random receiving phone calls at all hours of the day and all kinds of voicemails requesting to speak with someone from fetch rewards. Ive had my phone number since March 2019 and Ive reached out to the company twice regarding this situation. After the calls stopped for a whole year and some months but now the calls started back up. My number is register in my name. I need the company to remove my number from their customer service profile so I can stop receiving calls permanently. Its really starting to get out of hand this time around.

  Business Response

  Date: 02/24/2023

  Hello, thank you for reaching out to Fetch!
   
  After reviewing the phone number we have reached out to the websites showing ************ as our contact number and requested for it to be removed. We were notified that this may take a few days. 
  We apologize for the inconvenience.  
   
  If there are any questions, we are always available at **********************************. 
   
  Kind Regards,
  The Fetch Team

  Customer Answer

  Date: 02/27/2023

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