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:08/30/2025

  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.

  8/30/2025 I was notified that I had won a sweepstakes and had won ******* points on their app. This is roughly equivalent to 200$ redeemable in gift cards. I have spoken in their chat to numerous representatives and get the exact same response I'm sorry " it was a technical error, glitch here is 250 points for the inconvenience, " but it is fraud. It is a violated of the federal trade commissions act and the lotteries act to send out prizes in an email and say someone won a sweepstakes and then send a new email and steal the points. I have used their app for over a year and never won anything in my whole entire life except the genetic non lottery. I am disabled and sick of being shafted. This is not right!

  Business Response

  Date: 08/30/2025

  Thank you for reaching out to the Fetch Team and for allowing us to address your concern!
  
  At Fetch, we take the accuracy and security of our platform very seriously and are committed to providing a reliable experience for all users.
  
  Recently, due to a technical error, a limited group of users were temporarily awarded points in error. Our monitoring systems identified this issue within a few hours, and corrective action was taken. We have awarded the user 250 points for this inconvenience.
  
  We know this was confusing, and were really sorry for the mix-up. We truly appreciate their patience with us! If they have any further questions, they can always send us a message at ************************************************************.
  
  Regards,
  The Fetch Team
  

  Customer Answer

  Date: 08/30/2025

  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.
  
  [Please type your response here.]
  I understand this was an error on their part but that is neither here nor there there is a big difference between telling me I won a sweepstakes and giving me ******* points and then taking them away and then giving me 250 points worth literally nothing not even a redeemable ***** on their website in compensation. For all the hope and the hassle and headache and to be honest severe heartbreak! For someone who has literally never legitimately won anything I especially now have legitimately won anything because you are telling me it was an error and I went to sleep and it was taken away so no 250 points I.E. pennies is not acceptable compensation! It is an even bigger insult and slap in the face!

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

  Business Response

  Date: 09/05/2025

  Hello and thank you for reaching back out to the Fetch team.
  The concerns raised in the Better Business Bureau complaint have been subject to a thorough investigation. Fetch recently conducted a sweepstakes in which 250 winners were intended to be selected. Unfortunately, due to an error in our systems, approximately ******* users were inadvertently awarded points in connection with the sweepstakes on Friday, August 29th.
  As soon as we discovered the error, we took immediate corrective action. Specifically:
  1)We rescinded the erroneously awarded points.
  2)We issued retention points to all affected users as an acknowledgment of the inconvenience.
  3)We properly ran the sweepstakes on Wednesday, September 3rd, selecting the intended 250 winners in accordance with the official sweepstakes rules.
  4)The 250 winners have now been notified and awarded their prize points.
  We also note that applicable Fetch terms--including the general Fetch Terms and Conditions as well as the specific sweepstakes at issue here--provide that, in the event of system or operational errors, Fetch may take remedial action to correct the error. That is the authority under which we acted here. (*************************************************** and *****************************************************************************************************************)
  We regret the inconvenience caused by this incident, but we believe our prompt corrective action ensured fairness to all participants and brought the sweepstakes into compliance with its intended design. Following a thorough evaluation, we wish to convey that the outcome of the case has been concluded.
  Regards,
  The Fetch team

  Customer Answer

  Date: 09/05/2025

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

• Initial Complaint

  Date:08/30/2025

  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.

  On August 29th, 2025, Fetch stated I had won a sweepstakes and added ******* points to my account. It let me use the points to place 4 rewards redemptions. This was confirmed by email on 8/30 that ******* points had been added to my account. Suddenly hours later now, they send an email saying Oops, a sweepstakes went awry, heres 250 points for the confusion. I cannot express how upsetting this is to me, having had the excitement and happiness and having already cashed in the extra ******* points. I feel like Ive been robbed since they already issued the points. The right thing to do would be to let me and whoever else this affects keep the points and own up to their terrible mistake. I want my points back, I have screenshots of everything. Ive been a loyal Fetch user for many years and this really makes me never want to use the app again.

  Business Response

  Date: 08/30/2025

  Thank you for reaching out to the Fetch Team and for allowing us to address your concern!
  
  At Fetch, we take the accuracy and security of our platform very seriously and are committed to providing a reliable experience for all users.
  
  Recently, due to a technical error, a limited group of users were temporarily awarded points in error. Our monitoring systems identified this issue within a few hours, and corrective action was taken. We have awarded the user 250 points for this inconvenience.
  
  We know this was confusing, and were really sorry for the mix-up. We truly appreciate their patience with us!
  
  If they have any further questions, they can always send us a message at ************************************************************.
  
  Regards,
  The Fetch Team

• Initial Complaint

  Date:08/30/2025

  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.

  8/29/2025 - Fetch had awarded me ******* points to my account for a sweepstake award then on 8/30/2025 they took them away and put 250 and took off the ******* point activity from my account , I took a screenshot when I saw it on my account because I heard its not the first time it happens to someone ..

  Business Response

  Date: 08/30/2025

  Thank you for reaching out to the Fetch Team!
  
  Thank you for reaching out and for giving us the opportunity to address your concern. At Fetch, we take the accuracy and security of our platform very seriously and are committed to providing a reliable experience for all users.
  
  Recently, due to a technical error, a limited group of users were temporarily awarded points in error. Our monitoring systems identified this issue within a few hours, and corrective action was taken.
  
  We have awarded the user 250 points for this inconvenience. We know this was confusing, and were really sorry for the mix-up. We truly appreciate their patience with us!
  
  If they have any further questions, they can always send us a message at ************************************************************.
  
  Regards,
  The Fetch Team

• Initial Complaint

  Date:08/30/2025

  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.

  On August 29th of 2025 I opened my ************************** app and I received ******* points which were in my total because I had won a sweepstakes. I also received an email addressing me, my name, to my email address saying that the ******* points had been put into my account. These ******* points were part of a sweepstakes and equal about $200. Two hours later, The points were removed. I went on to ******** I sent a message on ********, I sent a message on Instagram, I sent an email to their customer service, as well as an email to the fetch app that the points had disappeared. I found out that several people on ******** had won also and some of them even said that the points disappeared which makes me think this was not legitimate it's almost fraudulent. Some people said that they had redeemed their points right away but I was still trying to decide what I wanted to redeem them for because they have so many gift cards that you can redeem points for. I will attach the email that I received as well as screenshots of the contest that this was for it was for a general ***** contest that ran from July 23rd to August 25th and the drawing was Friday, August the 29th. Oh I want is the points back so I can choose the gift cards.

  Business Response

  Date: 08/30/2025

  Thank you for reaching out to the Fetch Team!
  
  Thank you for reaching out and for giving us the opportunity to address your concern. At Fetch, we take the accuracy and security of our platform very seriously and are committed to providing a reliable experience for all users.
  
  Recently, due to a technical error, a limited group of users were temporarily awarded points in error. Our monitoring systems identified this issue within a few hours, and corrective action was taken. We have awarded the user 250 points for this inconvenience.
  
  We know this was confusing, and were really sorry for the mix-up. We truly appreciate their patience with us!
  
  If they have any further questions, they can always send us a message at ************************************************************.
  
  Regards,
  The Fetch Team

  Customer Answer

  Date: 08/30/2025

  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.
  
  It's too bad on Fetch's part. 250 points which is worth about 25 cents is not a fair compensation. How do I even know that I am not really a sweepstakes winner. The drawing was to have taken place on August 29th. I did receive an official email that I was awarded ******* points. Fetch needs to make this mistake that they claim is a glitch right and put the ******* points back into my Fetch balance. 
  
  Regards,
  
  ***** ******-*******

  Business Response

  Date: 09/05/2025

  Hello and thank you for reaching back out to the Fetch team.
  The concerns raised in the Better Business Bureau complaint have been subject to a thorough investigation. Fetch recently conducted a sweepstakes in which 250 winners were intended to be selected. Unfortunately, due to an error in our systems, approximately ******* users were inadvertently awarded points in connection with the sweepstakes on Friday, August 29th.
  
  As soon as we discovered the error, we took immediate corrective action. Specifically:
  1)We rescinded the erroneously awarded points.
  2)We issued retention points to all affected users as an acknowledgment of the inconvenience.
  3)We properly ran the sweepstakes on Wednesday, September 3rd, selecting the intended 250 winners in accordance with the official sweepstakes rules.
  4)The 250 winners have now been notified and awarded their prize points.
  
  We also note that applicable Fetch terms--including the general Fetch Terms and Conditions as well as the specific sweepstakes at issue here--provide that, in the event of system or operational errors, Fetch may take remedial action to correct the error. That is the authority under which we acted here. (*************************************************** and *****************************************************************************************************************)
  We regret the inconvenience caused by this incident, but we believe our prompt corrective action ensured fairness to all participants and brought the sweepstakes into compliance with its intended design. Following a thorough evaluation, we wish to convey that the outcome of the case has been concluded.
  Regards,
  The Fetch team

  Customer Answer

  Date: 09/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I just feel that 250 points is not a fair amount of compensation. 
  
  Regards,
  
  ***** ******-*******

• Initial Complaint

  Date:08/29/2025

  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.

  I keep earning points and the last 2 times I put in for gift cards it took my points and gave me nothing.

  Business Response

  Date: 09/02/2025

  Hello,

  Following a thorough manual review of this account, our team confirmed that points were removed due to activity that violated Fetchs Terms of Service. Specifically, our Terms prohibit submitting receipts from deliveries completed on behalf of a business or organization (such as *********, Shipt, or similar services).

  
  Additionally, our Terms do not allow the collection and submission of receipts from friends, family, or other third parties. Points can only be earned from receipts tied to the users own personal purchases. These rules are in place to ensure a fair and enjoyable experience for all Fetch users.

  
  To help prevent future issues, we encourage users to review Section 34 of our Terms of Service, which outlines prohibited receipt submission practices in detail. Continued violations may result in further point deductions or additional account actions.

  
  We greatly value the enthusiasm our community brings to Fetch and appreciate your understanding as we work to maintain fairness across the platform. If the complainant has any questions about our policies or would like further clarification, our support team is happy to assist.

• Initial Complaint

  Date:08/26/2025

  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.

  Fetch had an offer for ***** Club orders giving ***** point per instant savings item purchased. I placed an order using this offer with eleven items qualifying for it. I contacted Fetch after not recieving any points for two weeks. They apologized for the failure and awarded me the points, 2750 points to be exact. I pointed out that I recieved the offer eleven times and should have received ****** points in total. Support lied to me saying the offer was only once per order. The conditions of the offer stated, 'Enjoy Unlimited Redemptions!' And there was never a condition of one redemption per order stated. There were four conditions. The first was the user must click the ********************** link below, which i did. The second was 'Enjoy unlimited redemptions!'. The third was to allow up to 2 weeks for the points to be awarded. And the fourth and final condition was that a receipt was not required, the merchant would notify fetch. There was not a single condition shown saying that only one redemption was allowed per order, in fact the second condition proved that each item should qualify.When I pointed all this out to the support they apologized and said they'd tell the development team. I asked when I would recieve my remaining points and they said after reviewing all the information there was nothing further they could do. I want my points. I bought extra items in order to recieve those points and Fetch is trying to get out of paying me those points. The conditions presented were met properly and I need to recieve the points I earned.

  Business Response

  Date: 08/28/2025

  Hello,
  
  Thank you for reaching back out to the Fetch Team!
  
  Fetch loves rewarding shoppers with gift cards for their favorite places, and we were happy to review this users concern regarding their **** Club order offer. After further review, our team has decided to award the user the full ****** points as a one-time exception for their purchases.
  
  We are committed to delivering the best experience to members of the Fetch Family, and we are glad we were able to resolve this matter. Should the user have any additional questions, our support team is available at ************************************************************. 
  
  Kind regards,
  The Fetch Rewards team

• Initial Complaint

  Date:08/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fetch offered ****** points to users who use **** Eats for the first time. I fulfilled this requirement and they refused to award the ****** points. The first excuse Fetch gave was that I did not use the Fetch link. When I proved them wrong with the attached email, Fetch claimed that I previously used **** Eats which is not true. I asked for proof but it was refused. Fetch is dishonest. I have attached my welcome email from **** Eats on the date of this order and attached is a screenshot of my **** Eats account showing my order history with only the order in question. A second complaint is that fetch refused to award ****** points for another promotion to make three online purchases through fetch by August 14, 2025. I provided proof of the purchases and fetch refused to award the ****** points. Attached are the emails for each purchase from ***, **********, and ******.

  Business Response

  Date: 08/26/2025

  Hello, thank you for reaching out to the Fetch team!
  
  The Fetch team appreciated the opportunity to re-review the concerns shared in the users Better Business Bureau complaint.
  
  Upon investigation, the team found that the user tapped into the ************ offer labeled ACME Delivery Order from **** Eats. To receive the 60,000-point reward, the user would have needed to tap the specific link for the First time delivery from ********* offer prior to placing their order. Since that link wasnt used, the higher-point offer didnt apply.
  
  Regarding the Fetch Shop promotion, the team reviewed the users purchase and, as a gesture of goodwill, awarded ****** points to the users account. The user may need to refresh the ******************** app to view the updated balance.
  
  If any additional questions come up, the user is encouraged to reach out to ************************************************************.
  
  Best,
  
  The Fetch team

  Customer Answer

  Date: 08/26/2025

  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 requesting proof that I tapped the acme link and not the **** Eats link. The email I received, Attached, is for **** Eats. I did not receive notification for ****. I'm confident that I used the **** Eats link. Feel free to exchange the 35k points for the 69k points. 

  Thank you for awarding the 10k points as required. 

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

  Business Response

  Date: 08/27/2025

  Hello, and thank you for reaching back out to the Fetch Team.
  
  Upon review, we can confirm that the **** Delivery Order from **** Eats was tapped. To receive the 60,000-point reward, the user would have needed to tap the specific link for the First-time delivery from ********* offer prior to placing their order. Since that link was not used, the offer does not apply. Additionally, if the user had tapped the First-time delivery from ********* offer, they would not have received a notification from *****
  
  We understand that this may not be the outcome the user was hoping for; however, we value their understanding of our position. After thoughtful review, we would like to share that the decision regarding this case is final.
  
  Regards,
  The Fetch Team

  Customer Answer

  Date: 08/27/2025

  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.
  

  I did not receive a notification from ****. I only received notifications from **** Eats. See attached. 

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

  Business Response

  Date: 08/28/2025

  Hello,
  Thank you for reaching back out to the Fetch team. After a final review, we can confirm that the **** Delivery Order from **** Eats was tapped. To receive the 60,000-point reward, the user would have needed to tap the specific link for the First-time delivery from ********* offer prior to placing their order. This is a separate link and offer. Since that link was not used, the offer does not apply, and the user will not receive the points.
  We understand this may not be the outcome the user was hoping for; however, we sincerely appreciate their understanding of our position. Having taken the time to carefully assess the case, we would like to inform the user that the decision reached is final.
  
  Regards,
  The Fetch Team

  Customer Answer

  Date: 08/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  

  I have provided proof that the **** Eats link was used, which includes the email from fetch showing the **** Eats purchase and the email directly from **** Eats summarizing the purchase and delivery from ****. Please provide verification that the Acme link was used. 
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:08/24/2025

  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 rewards failed to credit my account ****** points for reaching level 34 on the Klondike app game. I reached out to Fetch on or about 8-16 thru a support ticket. I was told my game process had stopped tracking. I was told the issue was being escalated to a specialist and they would get back to me, they never did. Over the next several days I reached out on new support tickets to ask for support to fix the issue. I supplied screenshot as requested. I was told each time the ticket was being escalated to a specialist. I also contacted the game Klondike for support as well. I was told Fetch has a contract with Adjoe to reward points for game play. I am seeking a resolution to have the earned points added to my account. As of this writing I still have not received the due points or a response from Fetch support.

  Business Response

  Date: 08/26/2025

  Hello, thank you for reaching out to the Fetch team!

  A comprehensive review has been carried out concerning the concerns raised in this users Better Business Bureau complaint. Our team realized that the points should have been awarded.

  We have since added the ****** points to this users account. We advise the user to give their App a refresh to see these points reflected.

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

  Regards,

  The Fetch team

   

  
  

• Initial Complaint

  Date:08/19/2025

  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.

  The App Fetch is scamming me out of points. They promise to give you a certain amount of points. As it gets closer to the time when the points will actually be awarded, they email you and say that you are still going to receive points, just not what they promised when you made the ******** mistake recent example is a purchase I Made through the *** Fetch shop. I bought 3 of the same item in 3 different colors. At that time the deal was 110 points for each dollar spent. Each item was $39.99. Fetch sent me an email that said I would earn over ****** points. My order was placed on July 5th. A few days ago, I received a new email saying that my points had been adjusted to eight thousand some points. That was the equivalent to purchasing 2 items at $39.99. I sent a note asking for an explanation. The following day I received an email that my points had now been adjusted to ***** (the equivalent of purchasing one item). Once again I issued a complaint on their site. They have now told me theres nothing they can do. I dont understand how they can *****, nilly change their point system. I believe they need to live up to the standards they are proclaiming to follow!

  Business Response

  Date: 08/20/2025

  We sincerely apologize for the frustration this experience has caused. We understand how disappointing it can feel when the points earned dont match your expectations.

  
  We would like to clarify that Fetch does not directly issue or alter rewards for purchases made through our partner retailers. The awarding of points is ultimately at the discretion of the retailerin this case, ***. If *** made any adjustments to your order (for example, if a return was processed or the purchase total was modified), this may have led to the changes in points awarded. Unfortunately, Fetch does not have the ability to override or modify the retailers reporting of purchase details.

  
  We value your loyalty and appreciate the opportunity to clarify how the process works. If there is anything more we can assist with do not hesitate to reach out to our support team.

  Customer Answer

  Date: 08/20/2025

  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 believe Fetch is not telling you the truth in this matter.  I reached out to the finance department of *** and they assured me that they have no input as to the points awarded through Fetch.   Im not sure what else to do at this point.  I appreciate your interest in this matter.  Thank you.  
  
  Regards,
  
  ***** *******

  Business Response

  Date: 08/22/2025

  Hello! Thank you for reaching back out to us. A comprehensive review has been carried out concerning the concerns raised in the Better Business Bureau complaint.

  During the review, our team decided to award the remaining points for the *** order as a one-time exception.

   We suggest that the user give their App a refresh to see the new points reflected.

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

  Regards,

  The Fetch team

  Customer Answer

  Date: 08/22/2025

  [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. 
  However, I am concerned that they will do the same thing in the future   I also know that they are doing the same thing to other people   If they could just explain who really decides how many points are to be awarded   If there was a clear understanding of the rules, I think it would be better for everyone   If this is legitimate, there should be transparency   
  

  I greatly appreciate the time and effort you expended to assist me in this matter   

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

  
  

• Initial Complaint

  Date:08/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been a loyal Fetch Rewards user and consistently followed the rules, engaged in good faith. Unfortunately Without warning or explanation, my account was penalized. I reached out to Fetch Rewards for clarification and documentation. To date, Ive received no explanation or justification. This is disappointing, unacceptable and frustrating. I expected transparency, professionalism, and respect. Instead, Ive been met with silence and disregard. This reflects a serious breakdown in customer service and ethical business. I am seeking answers, and accountability, I expect a full explanation of the penalty, reinstatement of any lost rewards. I hope this complaint will prompt a full review of my account to include viewing my submitted records and point deduction history.

  Business Response

  Date: 08/19/2025

  Thank you for reaching out and sharing your concerns. We value your loyalty to Fetch Rewards and the time youve taken to explain your experience.

  
  After carefully reviewing your account, we found that some of the receipts submitted did not meet our submission guidelines. As a result, the associated points were removed. To clarify, our program requires that: Adding items not listed on the receipt, altering prices, or changing date and time fields is not permitted.

  
  These requirements are outlined in our Terms of Service, which are designed to ensure fairness and consistency for all users.

  
  We understand this may be disappointing, but please note that we are unable to reinstate points associated with invalid submissions. However, you are welcome to continue using Fetch Rewards, and points will continue to be awarded for valid receipts that follow our guidelines.

  
  If you have further questions, or if youd like assistance understanding how to ensure successful submissions going forward, our support team is available and happy to help.

  Customer Answer

  Date: 08/19/2025

  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 elaborate how every single point I have earned has been invalid in some way? Where are you getting the amounts from that are deducted? 
  

  I take a photo of a receipt and you deem it is invalid? The blanket response and excuses to my concerns are frustrating. 
  
  Your business is a scam and I will be deleting my account and sharing my experience on social media to highlight your unethical practices 
  Regards,
  
  ***** ********