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:12/20/2022

  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.

  Redeemed points for what turned out to be an egift card. First off the description made it seem like it would be a physical card, which is what I wanted so I could give it to someone for a Christmas present. I contact them about this and they say I can print the page. I click the link to do so and the page does absolutely nothing. I contact them again. They try to tell me to turn my phone the other way, doesn't work. They tell me to get on a computer (for a mobile app?? Okay then). After spending way too much time looking for the right place to sign in, the site insists the email and password are wrong, even though I changed the password 3 times! SCAM!!!!

  Business Response

  Date: 12/21/2022

  Thank you for reaching out to the Fetch Team.
  
  Fetch is happy to have the opportunity to give users an easy and fun way to earn rewards for their purchases. Our rewards come in the form of digital gift cards with the exception of our **** option. More information about our rewards can be found here; https://help.fetch.com/hc/en-us/articles/************-How-are-gift-cards-delivered-. After redemption, users can access the reward via the app. In order to print the digital rewards, users can complete the following steps;
  
  1) Head to the Rewards tab, click My Rewards, and select the gift card you would like to print
  2) Take a screenshot of the Gift Card information and send this to your email
  3) Print the gift card and present the printout to the cashier for them to use and apply toward your in-store purchase.

  Please note: All relevant information (GiftCard Number, Access/Verification Number, Pin, eGiftCard barcode) must be present on your printout in order for the cashier to apply the credit at check out.
  
  We will be happy to answer any further questions at **********************************.
  Kind Regards, 
  The Fetch Team

• Initial Complaint

  Date:12/20/2022

  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.

  This company offers rebates in the form of points for purchase of specific products. I purchased an item through the provided link on the company website, but was not provided with the promised **** points, despite following the required steps. *** made repeated inquiries to their customer service team without results. They continue to ask for information that has already been provided and refuse to place the promised rebate points into my account. *** asked twice asked for the issue to be escalated to a supervisor; this request has been denied.

  Business Response

  Date: 12/21/2022

  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! While reviewing this user's account we see that we were able to award them the requested points for completing the offer. At this time, we have already reached out directly to the user letting them know about the resolution, and we will be happy to answer any questions they have at **********************************.

  Kind regards,
  The Fetch Team

• Initial Complaint

  Date:12/16/2022

  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.

  Submitted for $10 Amazon Gift Card which was then denied.Support says I have been submitting altered receipts, but wont provide any proof of the claim.

  Business Response

  Date: 12/17/2022

  Hello!

  Thank you for reaching out to the Fetch Team. Fetch is happy to have the opportunity to give users an easy and fun way to earn rewards for their purchases.

  We did a manual review of this user's account and have reactivated the user's account. We have reached out directly to the user letting them know about the reversal We will be happy to answer any questions at **********************************.

  Kind Regards,The Fetch Team

  Customer Answer

  Date: 12/20/2022

  [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:12/14/2022

  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 am upset that I received point deductions and the poor excuse was invalid receipts or fraudulent receipts. All my receipts has now been e-receipts because I didnt want to create duplicates in error which can happen as when I save my receipts I scan and then didnt realized that I took a picture already and when that happens and I am told its a duplicate I remove it. I received an email and then when I replied I was honored the gift card but never realized that they did a point reduction even though I didnt process the receipts once it said it was diplicate. It shows a 0. But this time all my point were valid including bonus points. I have all my e-receipts for my stores saved as well. This needs to be corrected and my point should be placed back. This happens every time I try to save my points to get the $25.00 Amazon gift card. I received two of ****** points for Uniliver which were the biggest help to get these cards and then you want to give me an excuse of fraudulent receipts. Please rectify this and add my points. I will then ask for the $25.00 gift card. I should get my points back and for all the hassle I should be given the $25.00 gift card for the inconvenience. I have also had people say they block them from uploading and adding receipts. This is a dishonest company. I added some photos as there to many to upload.

  Business Response

  Date: 12/14/2022

  Hello! Thanks for taking the time to reach out to us. Upon further review, our team has confirmed that the points that were deducted from the user's account were a mistake and we have awarded ***** points for the inconvenience. We sincerely apologize for any trouble that this has caused. No further action is needed on the user's end, as they should have access to their points and rewards. If the user has any questions regarding their account, we are always available at **********************************. Warm Regards, The Fetch team

• Initial Complaint

  Date:12/08/2022

  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.

  Fetch Rewards does not have a customer service phone number or email that is valid. I have been running in circles. I requested a $50 rewards e-card for Macys. Went to ****** with e-card on my phone but it was unacceptable. Called the number on the e-gift card, dead end, I'm so frustrated. Feel if this was a reputable organization there would be a better response to my emails. I have been taking photos of my receipts for over a year to get this "reward". Hope you can help get a resolution.

  Business Response

  Date: 12/09/2022

  Hello! Thank you for reaching out to the Fetch team!
  
  We have reviewed this user's account and recent support ticket request(s). We only show one support ticket request which an agent responded to. However, we're more than happy to explain further here! We show that the $50 ****** reward was processed and awarded successfully to the user. 
  
  With that said, we can not access gift card information or transaction history with any gift cards. We highly recommend that this user reaches out to the ****** support team for more details regarding their transaction history or gift card balance. 
  
  You can contact their customer service team by calling **************. They are available Monday through Saturday from 9AM - 12AM ET and Sunday from 9AM - 11PM ET.  
  
  If you have any further requests for more information on this matter please let us know at **********************************.
  
  Warm regards, The Fetch Rewards Team.
  
  

• Initial Complaint

  Date:12/05/2022

  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.

  My fetch reward account is *********************** and this issue happened on December 2nd, 2022. I have been a Fetch Reward user for 2 years and never a moment I tried to violate any terms or conditions. Recently my mom came to visit me for the holiday which was supposed to be a wonderful time yet ruined by Fetch Rewards. My mom and I dont live together so I recommended her Fetch rewards where she can earn rewards for groceries. This one move cost me more than +$50. We went to the supermarket together so I could teach her how to use the app. We use different emails, different cell phone, different numbers. Just in the end at check out my 60 year old mom figured she left her wallet at home so I swiped my credit card for her. I had ****** points in my account and my mom made ****** point in that purchase. Somehow out of no reason Fetch deactivated my account in the name of having multiple accounts and froze both of our accounts. I lost $50 for kindly referring this app to other people. Even now I still dont know what I did wrong. I have reached to Fetch Reward help for more than 5 times every time I get the same automatic response saying they cant let me know what I did wrong but my account is permanently disabled and I cant not withdraw and points in the account for good. For gods sake this is Christmas time and how can you expect people to be an expert of an App at the beginning? We learn whats right or wrong and we improve through time. How can this app stand above everyone and say if you do anything wrong I take your money? This should not be legal. I request Fetch Rewards team to review my account activity and return my points in the account to me, allow me to redeem them and then I will be happy to say Im done with this app for good.

  Business Response

  Date: 12/06/2022

  Hello and thank you for reaching out to the Fetch team. We love helping users save while shopping at their favorite retailers, and we were more than happy to review this account. Upon further review, our team has reversed the deactivation on this account. We sincerely apologize for any trouble that this has caused. No further action is needed on the user's end, as they should be able to log in with their credentials as well as have access to their points and rewards. If the user has any questions regarding their reactivation, we are always available at **********************************. Warm Regards,
  The Fetch team

• Initial Complaint

  Date:11/30/2022

  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.

  Hi. I am here after emailing you all for the 7th time for the same reason. And y'all dare respond with the same reason. It seems as if I have been for absolute no reason. I apparently submitted a fake receipt and I swear I did no such thing. I was only emailing y'all that yall didnt **** one of my offers that I did and got no points for. Next thing you know. Banned for absolute no reason. I had almost 10k points and was about to get an Amazon gift card for secret santa. Please give me my account I didnt submit any fake receipt and yall are emailing me with the same answer every time you lazy people. Please give me my dang account back or im going to court. Oh and I want another $100 Amazon gift card because last weeks I was sad all the time by dealing with your trash. I want my points back and a $100 Amazon gift card to forgive you. Or else, I will post you, go to court, and *** you for accusing me of such actions.

  Business Response

  Date: 12/01/2022

  Hello, thank you for reaching out to us! After reviewing this user's account, we have reactivated their account under the condition that the user reviews section 28 of our Terms of Service. The user can read our Terms of Service here: https://www.fetchrewards.com/terms-of-service. No further action is needed on the user's end, as they should be able to log in with their credentials as well as have access to their points and rewards. If the user has any questions regarding their reactivation, we are always available at ********************************* Kind Regards, The Fetch Rewards Team

• Initial Complaint

  Date:11/29/2022

  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.

  They falsely accused me of fraud and using receipts that werent mine. I shop all over and spend a lot. I also work at a gas station so I shop there a lot. They permanently deactivated my account without notice nor do they provide proof or evidence of what you did wrong. They just shut your account off because they feel like it. I want my account re-activated or the ability to use the points for a reward that I EARNED or I will see them in small claims court.

  Business Response

  Date: 11/30/2022

  Hello! Thank you for reaching out to the Fetch Rewards team!
  
  We have reviewed the user's account and activity in question with our team. We show that there were multiple receipt submissions that the user did not pay for and that this user received a substantial amount of points from these submissions. This type of activity goes against our Terms of Service. 
  
  We have decided that this user will remain deactivated and will not be able to create a new account or use our app. 
  
  Fetch Rewards loves to award points to our users who act within our guidelines in our Terms of Service, which can be reviewed here: (https://www.fetchrewards.com/terms-of-service/). Please refer to line 28 within our Terms of Service. 
  
  Fetch Rewards 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 ********** 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 Rewards Team.
  
  

  Customer Answer

  Date: 11/30/2022

  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 need proof of the receipts they said I didnt pay for, otherwise I need contact information from them in order to serve them with lawsuit papers. They have done this to too many people already from the reviews I have read about them. Its time they provide their users with proof of what they did before falsely accusing them of fraud. 

   

   

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

  Business Response

  Date: 12/02/2022

  Hello and thank you for reaching back out to Fetch. After reviewing this user's account and activity, we have decided to reactivate the account under the condition that the user reviews our Terms of Service. (https://www.fetchrewards.com/terms-of-service) No further action is needed on the user's end, as they should be able to log in with their credentials as well as have access to their points and rewards. We have also reached out to this user letting them know about this decision. If this user should have any questions, we are always available at **********************************.

• Initial Complaint

  Date:11/25/2022

  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.

  Fetch won't give me my $10 reward I redeemed 2 days ago. Supposed to receive email to choose virtual card and get it instantly. I chose this reward for that reason and after I used my points to redeem it, they then changed the terms of reward and make you wait 72 hours. They say "within 72" but y refuse to cooperate with me because it is within 72 hours, right now. Waiting the full 72 hours is not "within" 72 hours. Plus it never mentioned anything about waiting when I purchased the reward. I want my reward now.

  Business Response

  Date: 11/27/2022

  Hello! Thanks for reaching out to the Fetch Rewards team. We appreciate the feedback and we strive to provide the best experience to our users. Our 3-day period helps us protect user data and ensure a secure, consistent redemption experience. After taking a look at the user's account, we can confirm that their reward is ready for use and they can locate their reward by checking the email address associated with their fetch account. If they do not see it in their regular inbox folder, they can check their Spam, Junk, or All Mail folders. Also, searching *********************** in their inbox will sometimes bring it up quicker. If the user has any questions, they can always reach out to us at ********************************* Kind Regards, The Fetch Rewards Team

  Customer Answer

  Date: 11/27/2022

  [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:11/25/2022

  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 been wrongly banned from the fetch rewards app. After just buying a couple rewards from the app, I was banned from the app due to an accidental scanning of an expired recipt. I also used your referal program to gain points from my family at Thanksgiving in the same location and I have now been banned with no reason. I would like to have to have my account restored ao I can recieve my rewards which were earned rightfully. If not I will be pursuing legal action due to fraud and discrimination based on my race which I believe Fetch Rewards is aware of.

  Business Response

  Date: 11/27/2022

  Hello, thanks for taking the time to reach out to us! After taking a look at this user's account, we can confirm that the user repeatedly violated our Terms of Service. Per our Terms of Service, "Any form of fraudulent activity is a violation of these Terms. Fetch may take any action in its sole discretion against any activity it deems fraudulent, including deducting some or all of your Points, terminating your account, and taking any other legal or equitable action which may be available to us."
  Due to this violation, their account will remain inactive. If the user has any questions, they can always contact us at ********************************. Kind Regards, The Fetch Rewards Team