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:08/16/2025

  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.

  On two occasions points were deducted from my account.8/13/*********** points, 3 weeks ago ****** points and I reached out to get an explanation but was told that the point deductions were valid and there would be no further correspondence. No explanation was given as to why this happened. It appears that the company is engaging in fraud and deducting points to reduce their costs. If the deductions were valid they would been able to provide a reason.

  Business Response

  Date: 08/18/2025

  Hello,

  Following a comprehensive manual review of the account in question, our team determined that points were removed due to a violation of our Terms of Service. Specifically, our records show an unusually high number of receipts submitted from *********

  
  Our Terms of Service prohibit the submission of receipts from transactions completed in the capacity of a store employee. This includes receipts obtained from self-checkout stations or registers that were not part of the users personal purchases. Additionally, collecting and submitting receipts from friends, family members, or third parties is not permitted.

  
  To help prevent future issues, we encourage all users to review Section 34 of our Terms of Service, which outlines prohibited receipt submission practices in detail.

  
  We value our users enthusiasm for Fetch and strive to ensure a fair and enjoyable experience for all participants. Should the complainant have any questions about our policies or require further clarification, our support team is available to assist.

• Initial Complaint

  Date:08/14/2025

  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 will deduct points; claiming you have voided their rules.They refuse to show you or tell you which rules and which receipts .They claim very vague reasons.They took over 7000 points from me and refuse to show proof of why. They wont tell me what rules I broke or show the receipts. This is the 2nd or 3rd time!They should have to show proof.They refuse to reimburse claiming they cant Which we all know is ridiculous.They often add pints when theyve miscalculated Which is also often They are frauding and stealing from individuals These pints help pay for my gas for work They are equal to cash

  Business Response

  Date: 08/15/2025

  Hello,

  
  Thank you for bringing your concerns to our attention through the Better Business Bureau. We have reviewed your account in detail and identified that points were incorrectly removed. We sincerely apologize for this error.

  
  As a resolution, we have reissued ****** points to your account. These points should appear immediately; however, if you do not see them reflected, we recommend closing and reopening the Fetch app.

  
  If you had previously submitted a redemption request for a gift card, please note that we were unable to process that request. You will need to re-initiate the redemption at your convenience. We apologize for any inconvenience this may cause.

  
  We appreciate your patience and understanding, and we remain committed to ensuring a smooth and positive experience with Fetch. Should you have any further questions or require assistance, please do not hesitate to contact us.

  
  Sincerely,

   

• Initial Complaint

  Date:08/13/2025

  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.

  There were ****** available when I submitted & corrected my receipt, I had only used the offer 1 time out of 3, and the offer doesn't expire until the 31st of August 2025. The offer is for ***** points in exchange for buying 3 packs of COMBOS. I bought 3 ****** today August 13th 2025 that should have applied to the offer. I am missing the entire ***** points from the offer.

  Business Response

  Date: 08/14/2025

  Thank you for reaching out to the Fetch Team! 
  
  After further investigation, we have confirmed that this offer has been terminated. Offers have limited availability, and although we try to keep them open within the specified timeframe, sometimes popular offers end earlier than expected due to high demand.
  
  As a one-time exception, we have gone ahead and awarded ***** points to the user's account. 
  
  Should the user have any further questions, they can always reach out to us at ************************************************************. 
  
  Kind Regards,
  The Fetch Team

  Customer Answer

  Date: 08/14/2025

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

  There's ****** of the offer available left, I only used 1 of my 3 allowed redemptions, and the offer is still good as it has not yet expired. In fact the offer has not expired in any way as it has an expiration date of August 31st 2025 weeks away from the day I tried to redeem it. The day I tried to redeem the offer was yesterday. However they continue to refuse to give me the ***** points from the offer.
  
  Regards,
  
  ****** ******

  Business Response

  Date: 08/15/2025

  Thanks for reaching back out to the Fetch team,
  
  Upon further review, we found that we already awarded this users account with ***** points as a one-time exception on 8/14/2025.
  
  We can also confirm that this offer was terminated and, therefore, will not award points in the future.
  
  We advise that the user refresh their App to see the new point balance reflected.
  
  If the user has any further questions, they can reach out to us at ************************************************************.
  
  Kind Regards,
  
  The Fetch Team

  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.
  
  Once again as FETCH continues to flat out lie to me, and the BBB. I can not in good conscious accept their response. The offer (even after updating or "refreshing" the app) has not expired in any way, or "terminated" as they're now calling it. I have displayed proof of that by attaching screenshots to FETCH's customer service messages, and to the ******************** in my initial complaint. 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:08/11/2025

  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 continues to send me notices that I am violating their terms and services by scanning non person reciepts. I haven't and I've asked for explanation on how they come to these conclusions, I've offered to provide proof of items purchased. Their customer service sends the same canned response and does not address concerns. I received a notice yesterday, have scanned no reciepts at all since then, and then received a final notice today. This final notice only came after I emailed multiple times asking for clarification and did not receive it. It is obviously retaliatory as I didn't even use the app between notices so there is ** reason for another notice. I have saved points for almost or just a bout a year and they are now trying to avoid the pay out with this tactic. What I'm hoping to get is specific answers to questions that they refuse to answer and are not unreasonable questions 1. How are you demoing these reciepts are not mine?2. How can I receive these notices when not even using the app? I.e how am I violating terms of use if there is no use 3. What kind of proof do you want? Seriously, I will give you the proof. I have saved these points for too long for you to fraudulently take them. I don't really have high hopes based on their level of customer service so far.

  Business Response

  Date: 08/13/2025

  Following a comprehensive manual review of the account in question, our team determined that points were removed due to a violation of our Terms of Service. Specifically, our records show an unusually high number of receipts submitted from ******* locations.

  
  Our Terms of Service prohibit the submission of receipts from transactions completed in the capacity of a store employee. This includes receipts obtained from self-checkout stations or registers that were not part of the users personal purchases. Additionally, collecting and submitting receipts from friends, family members, or third parties is not permitted.To help prevent future issues, we encourage all users to review Section 34 of our Terms of Service, which outlines prohibited receipt submission practices in detail.

  
  We value our users enthusiasm for Fetch and strive to ensure a fair and enjoyable experience for all participants. Should the complainant have any questions about our policies or require further clarification, our support team is available to assist at ************************************************************.

• Initial Complaint

  Date:08/09/2025

  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.

  I redeemed enough points for a ten dollar bath and body works gift card. I received an email telling me that it was ready and to go to the rewards section in the app to retrieve it. It's not there. My points are gone, but I did not get the gift card.

  Business Response

  Date: 08/10/2025

  Thank you for bringing this inquiry to our attention. We apologize for any inconvenience the user may have experienced.  After looking into this users account we can confirm that the users  $10 Bath & Body Works gift card was processed on August 2, 2025. This user can view their redeemed reward, by opening the Fetch Rewards app, tapping the point balance at the top of the screen, select My Rewards, and then tap the Bath & Body Works gift card to see all of its details. If this user is  still unable to locate their gift card after following these steps, please reach out to ************************************************************.
  
  Best regards,
  The Fetch Rewards Support Team

• Initial Complaint

  Date:08/09/2025

  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 for years. Ive consistently followed the rules, engaged in good faith, and referred multiple friends and family members who are now active users. I genuinely believed in the value Fetch Rewards claimed to offer a simple, rewarding way to turn everyday purchases into points and benefits. Unfortunately, my recent experience has undermined that trust.Without warning or explanation, my account was penalized. I reached out to Fetch Rewards for clarification and documentation. To date, Ive received no response, no justification, and no resolution. This is not just disappointing its unacceptable and frustrating. As a longtime user and advocate of your platform, I expected transparency, professionalism, and respect. Instead, Ive been met with silence and disregard.Even more concerning, my experience is not unique. Numerous complaints on the Better Business Bureau and other forums reveal a troubling pattern: users penalized or banned without explanation, and Fetch Rewards failing to respond or take accountability. This reflects a serious breakdown in customer service and ethical business ************ also concerned about how Fetch Rewards handles user data. The app collects detailed receipt and transaction info, and it appears this data may be monetized or sold without clear disclosure or benefit to consumers. If true, this would violate user trust and represent a misuse of personal ************** someone who has supported and promoted Fetch Rewards for years, I am deeply disappointed. Im not seeking financial compensation. Im seeking answers, accountability, and a commitment to ethical treatment of users. I expect a full explanation of the penalty, reinstatement of any lost rewards, and a formal review of your data usage and complaint resolution policies.Consumers deserve better. I hope this complaint prompts meaningful change not just for me, but for every user who has been unfairly treated, ignored, or misled.

  Business Response

  Date: 08/11/2025

  Hello, and thank you for reaching out to the Fetch Team. A detailed investigation has been carried out into the matter raised in the complaint.
  When reviewing this account, we can confirm evidence that this user is placing digital orders and then cancelling them, targeting our partner products in an attempt to gain Fetch points fraudulently. This is a direct violation of our Terms of Service, which were agreed upon by this user when they signed up for the app. These fraudulently earned points will not be returned to the user.
  We recommend that this user review our Terms of Service (***************************************************) and reach out to us with any other questions they may have at ************************************************************.
  Regards,
  The Fetch Team

  Customer Answer

  Date: 08/11/2025

  Subject: Rejection of Business Response Complaint ID ********
  

  Dear 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 respectfully reject both the explanation and the resolution provided by the business. The claims made in their response are inaccurate, unsubstantiated, and do not reflect the nature of my concern. I have made multiple good-faith attempts to contact Fetch under fair and reasonable circumstances, yet I have not received any meaningful assistance, clarification, or resolution. The issue at hand remains unaddressed, and no explanation has been offered regarding the specific actions or account activity in question.

  
  The characterization of my behavior as fraudulent is both misleading and inappropriate. I categorically deny any intent to misuse the platform and find it unacceptable that Fetch has chosen to dismiss my concerns without transparency or dialogue.
  I ask that this complaint remain open and that further action be taken to ensure a fair and accountable resolution process. I am prepared to provide documentation of my outreach attempts and account history upon request.

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

  
  

  Business Response

  Date: 08/11/2025

  Thank you for reaching back out to our Team. We appreciate the opportunity to address the concerns raised in this complaint. After a thorough review of the account history and associated receipt images, we have confirmed multiple violations of our Terms of Service, including:
  Submission of altered receipts Multiple receipt images were found to be spliced together from separate purchases, which is a prohibited activity under our platform rules.
  Submission of ineligible digital orders Several orders submitted for points were confirmed as canceled and, therefore, did not qualify for rewards.
  These findings are based on verifiable evidence from our manual review. We make these determinations using consistent standards applied to all users to ensure fairness, integrity, and compliance across the platform.
  We understand the user disputes our findings; however, we stand by our assessment and resolution. Several receipts were not eligible for points under the Fetch Terms of Service, which all members agree to upon account creation.
  While we respect the users right to disagree, our decision is final. Due to the nature of the violations, we will be unable to reinstate the points associated with this deduction.
  We consider this matter resolved and will provide relevant documentation to the BBB upon request to support our position.
  Best Regards,
  The Fetch Team

  Customer Answer

  Date: 08/12/2025

  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.

  
  Thank you for the opportunity to respond to Fetchs explanation regarding my complaint.
  I respectfully reject their conclusion and remain deeply concerned by both the lack of communication and the absence of any opportunity to address the alleged violations prior to their decision. At no point was I contacted, warned, or given a chance to clarify or correct any submissions. Instead, I was penalized without explanation or access to the evidence they claim supports their findings.

  
  Fetch asserts that I submitted altered receipts and ineligible digital orders, yet they have failed to provide any specific examples or documentation to substantiate these claims. I categorically deny intentionally submitting any spliced or manipulated receipts. If any receipts were flagged, I request that they be disclosed so I may understand what is being referenced and respond accordingly.

  
  As for digital orders, any submissions I made were based on legitimate purchase confirmations at the time. If any were later canceled, I was unaware and certainly did not submit them with intent to violate the platforms rules. Again, no communication was provided to inform me of these issues or allow me to correct them.

  
  I understand and respect the need for platforms to enforce their Terms of Service. However, enforcement should be accompanied by transparency, fairness, and a clear process for users to respond to allegations. That did not happen here. The companys decision appears to have been made unilaterally, without due process, and without any meaningful explanation or evidence.
  I continue to request that Fetch provide the specific documentation referenced in their review and reconsider their decision. I believe this matter deserves further scrutiny and a fair resolution.

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

• Initial Complaint

  Date:08/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I, ***** ******, have and continue to participate in a program named Fetch. To participate in the program, I collect receipts from different companies, after collecting such points of at least ****** points. Points are reported to the Fetch company and can be redeemed for bonus gifts. My ID number for ******************** is JB8NH.I had a past experience of one episode of not immediately receiving my rewards. A text message was sent to the said company, asking if they were a legitimate company. And within the next 5-7 days I received a **** card.I have requested a recent bonus gift of a **** card with the amount of fifty dollars. It has been at least six months, as of today's date, I have not received my bonus gift.Previously, I sent a request to receive my **** card with no success. We donate the cards to a church's homeless ministry.I would be grateful if the BBB investigates this matter. Below is the address, and a phone number was not listed with the address. Thank you for interceding on my behalf regarding my concerns.Fetch Rewards headquarters address *********************************************** Best of Blessings,***** ***** ******

  Business Response

  Date: 08/06/2025

  Thank you for bringing this inquiry to our attention. We apologize for any inconvenience the user may have experienced. After looking into this matter we can confirm that the user successfully redeemed ****** points for a $50 **** reward on December 7th, 2024 and the reward was fully processed on December 10th 2024. Under our standard process, **** redemptions require up to 72 hours to process. If the user did not receive that email , it may have been filtered; we encourage the user to verify their spam or junk folder.
  We have also resent a digital version of his **** card via email to the address on file. The user may contact our support team at ********************************************************.
  Best Regards,
  The Fetch Rewards Team

• Initial Complaint

  Date:07/24/2025

  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.

  Fetch Rewards uses a deceptive bait-and-switch in its gift card redemption process. The app's confirmation screen states redemptions take "up to 3 days." Immediately after points are deducted, this changes to "no less than 72 hours." This is a classic bait-and-switch, changing a possible maximum wait to a mandatory minimum.?When I reported this clear contradiction to a supervisor, she was dismissive and incorrectly stated my observation was "not correct," refusing to acknowledge the issue.?As a resident of **********, *******, this practice violates the Florida Deceptive and Unfair Trade Practices Act (FDUTPA, 501.204).?My desired resolution is:?Correct the misleading text in the app to be accurate and consistent.?Acknowledge this deceptive practice and the poor customer service I received.?Re-engineer the excessive 72-hour security hold. While security is necessary, this lengthy wait is anti-consumer and outdated compared to competitors who can verify transactions in minutes, not days. An efficient, modern process should replace this blanket hold to respect users' time.

  Business Response

  Date: 07/25/2025

  Hello, thank you for reaching out to the Fetch team!
  
  The concerns raised in the Better Business Bureau complaint have been subject to a thorough review.
  
  Our gift card policy states that rewards are released within 72 hours of the initial redemption request. This timeline is clearly communicated during the redemption process, on the reward hold screen, and in our FAQs. By signing up for the app and accepting our Terms and Conditions, users agree to this policy and all other program guidelines.
  
  If the user has any other questions, please feel free to reach out to us at ************************************************************.
  
  Regards,
  
  The Fetch team

  Customer Answer

  Date: 07/25/2025

  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.
  
  Subject: Rejection of Fetch's Inadequate Response
  To the Better Business Bureau and to Fetch,
  I am formally rejecting this response from Fetch Rewards as it is entirely inadequate and fails to address the core issues of my complaint. The company's statement is a deflection that ignores the specific evidence of deceptive practices I provided.
  1. The Response Fails to Address the "Bait-and-Switch":
  Fetch's response conveniently ignores the central point of my complaint: the company presents conflicting timelines at different stages of the redemption process.
  As stated in my original complaint, the screen BEFORE confirming a redemption says the reward "may take up to 3 days."
  The screen AFTER my points are taken says it will be "no less than 72 hours."
  These are two fundamentally different statements. The first implies a maximum wait, while the second imposes a mandatory minimum. Citing a policy about a 72-hour hold does not excuse the initial, more appealing, and misleading message shown to users at the point of decision. This is the definition of a bait-and-switch.
  2. The "Terms and Conditions" Argument is ********************* cannot use its Terms and Conditions to shield itself from deceptive advertising or misleading user interface design. A user agreeing to a ******* policy in a lengthy legal document does not grant Fetch a license to present a different, contradictory timeframe during the actual transaction process. The information presented at the point of sale (or redemption) must be accurate.
  3. The Response Completely Ignores Other Key Issues:
  Fetch's generic response deliberately failed to acknowledge two other critical parts of my complaint:
  Poor ***************** It completely ignored my detailed account of being dismissed by a supervisor who refused to acknowledge this clear issue with the app's interface.
  Violation of Florida Law: It failed to address the allegation that this deceptive practice violates the Florida Deceptive and Unfair Trade Practices Act (FDUTPA, 501.204).
  Conclusion:
  This response is an attempt to avoid accountability, not resolve a legitimate complaint. My desired resolution remains unchanged:
  Correct the misleading "up to 3 days" text in the app.
  Acknowledge the deceptive practice and the poor handling of my complaint.
  Re-engineer the excessive 72-hour hold to align with modern, consumer-friendly standards.
  I ask that the Better Business Bureau continue to pursue this matter until Fetch addresses the specific, documented issues I have raised, rather than hiding behind irrelevant policy statements.
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:07/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/22/25, I attempted to redeem two unused FETCH REWARDS in the amount of $25.00 each. However, the *** representative informed me that both UNUSED reward vouchers had 0 dollars on them despite being UNUSED. I contacted FETCH representative, ****** on 7/22 & 7/23/25 only to find out that FETCH could not provide me with information of why these reward had zero value. ****** further prompted me to inquire with the vendor (*** Theaters) as to the balance inquiry/redemption history. I asked ****** to to connect me with a supervisor 3 times, but she failed to provide a higher level if support.

  Business Response

  Date: 07/26/2025

  Thank you for reaching out to the Fetch team!
  
  After further investigation, we can confirm that this user redeemed their ********************** in full.
  
  If the user has any other questions, we are always happy to assist them via email at ************************************************************.
  
  Kind Regards,
  The Fetch Team

  Customer Answer

  Date: 07/26/2025

  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. 

   

  I earned 3 *** $25.00 rewards, but only redeemed 1 in full. Vendor states that two of the remaining rewards were redeemed: 1 reward stated to be redeemed on 7/7/24 AND 7/8/24 (i would not have gone to the movies 2 days j  a row, EVER) and again on 2/15/24 (a Thursday which was work day for me), which is a day I would never go to a movie as I am away from my home ***** hours per day on work days.

  In addition to this information being incorrect, why does it take a formal BBB complaint for FETCH to raise my complaint to a Product Support Analyst???  I asked the FETCH representative to speak to a supervisor several times to begin with! FETCH has numerous documented BBB complaints. Users of this app. BEWARE of their shady business practices. 

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

  Business Response

  Date: 07/28/2025

  Thank you for reaching back out to the Fetch Team.
  We are so sorry to hear about the trouble with your rewards.
  Our Team took another look and we can confirm that all three of these gift cards were used in full. The redemption details and locations can be viewed here:
  $25 *** card redeemed on 11/16/2022
  ? Used in full on 2/19/2023 at *************** 12, **
  $25 *** card redeemed on 5/17/2023
  ? Used in full on 7/7/2024 and 7/8/2024 at ******************, **
  $25 *** card redeemed on 5/17/2023
  ? Used in full on 2/15/2025 at *************** 12, **
  If this user would like, they can also confirm these redemption details with *** directly at **********. Following thorough evaluation, we wish to convey that the outcome of the case has been concluded.
  If this user has any other questions, we are always available at ************************************************************.
  Regards,
  The Fetch Team

  Customer Answer

  Date: 07/29/2025

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

  Again, it appears that FETCH is not going to acknowledge that 2 of these rewards were supposedly redeemed on days which would not have been possible for me to redeem them. One of the days was a work day for me and I do not go to the movies on any day that I have reported to work. The second reward was redeemed 2 days in a row, and again, another scenario thar would not have been possible for me. I am getting no resolve here going back and forth with FETCH. However, I do want this complaint to be documented with the BBB for future reference for others who have had a bad experience with this business. 

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

• Initial Complaint

  Date:07/24/2025

  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.

  I am writing to file a formal complaint against Fetch Rewards regarding their unfair removal of points I earned through valid eReceipts submitted for a Shop ******** early July 2025, I participated in a Shop offer which promised ***** points per valid online order. I submitted 8 qualifying eReceipts from reputable retailers such as ****** and ******. And 6000 points for 2 store receipts for opti lens solutions . These orders were all genuine, completed, and not canceled or returned. I followed Fetchs submission guidelines carefully.However, Fetch removed the points without clear explanation. I contacted their customer support multiple times and provided all receipt documentation and proof of valid transactions. Despite my efforts, Fetch continued to deny my claims, stating that their actions were in line with policy without providing specific evidence or identifying which receipts were problematic.I believe this is an unfair practice that lacks transparency and punishes honest users. As a long-time user of ********************, I am very disappointed with their handling of this matter. I have more information if you needed!

  Customer Answer

  Date: 07/24/2025

  Full name: ***** KGOK

  address: **********************************

  Business Response

  Date: 07/25/2025

  Hello, thank you for reaching out to the Fetch team!
  
  A comprehensive review has been carried out concerning the concerns raised in your Better Business Bureau complaint.
  
  During our review, we found multiple instances where online orders were placed and then returned. This activity is a violation of our Terms of Service. As stated in our policy, Fetch may take appropriate action, including account termination, when activity is determined to be fraudulent.
  
  Please note that Fetch does not share specific fraud-related evidence with users. While point deductions are not made lightly, we are committed to upholding our Terms of Service when violations are identified.
  
  We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 34 (***************************************************).
  
  Warm regards,
  
  The Fetch Team

  Customer Answer

  Date: 07/25/2025

  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.]
  Thank you for your response. However, I must respectfully disagree with Fetchs claim that I returned my orders.
  
  
  While it may be true that one or two items were later canceled or refunded due to some issues, the vast majority of the 8 orders and 2 store receipts I submitted were completed successfully. I did not return all the items, and it is unfair and unreasonable for Fetch to remove all earned points without a proper review of each receipt.
  
  
  I have provided valid receipts, confirmation emails, and full documentation to Fetch support. Still, I have only received generic replies with no clear evidence or explanation about which receipts were flagged.
  
  
  This blanket removal of points appears to be automated and lacks transparency. As a loyal and honest user, I am extremely disappointed with how this matter has been handled. I respectfully request that Fetch either:
  
  
  Restore the points from valid, completed transactions, OR
  Provide specific and detailed evidence of which receipts were invalid and why.
  
  
  
  
  I hope BBB will consider this response and urge Fetch to handle the matter more fairly.
  
  
  Regards,
  
  ***** Kgok

  Business Response

  Date: 07/28/2025

  Hello,
  
  Thank you for your follow-up and for taking the time to share your concerns. We understand how important it is to have clarity and transparency regarding your account activity, and we appreciate the opportunity to review this matter more closely.
  
  After a thorough re-investigation of your account and the associated submissions, we can confirm that some of the eReceipts in question were found to be ineligible for points under our submission guidelines. As outlined in our Terms of Service, transactions that are canceled or refunded after submission are not eligible to retain points.
  
  Please note that, in accordance with our Terms of Service, Fetch does not disclose specific fraud detection details to users. However, we want to assure you that point deductions are not made lightly. Each case is carefully reviewed, and we remain committed to enforcing our Terms of Service when violations are identified to ensure fairness and integrity across our platform.
  
  Warm regards,
  
  The Fetch Team

  Customer Answer

  Date: 07/28/2025

  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.
  Thank you for the follow-up, but I respectfully disagree with Fetchs position.
  
  
  I submitted 8 valid eReceipts for the Shop offer that promised ***** points per qualifying order. And 2 store receipts I summit  (6000 points for opti lens solution) While I acknowledge that one of the orders may have been canceled , the remaining 8 were completed and not returned. It is unfair and unreasonable that all the points were removed, especially with no specific explanation of which receipts were deemed ineligible.
  
  
  Fetch continues to withhold clear information about which submissions were flagged and why. Simply referencing fraud detection systems and Terms of Service does not justify a full deduction without transparency.
  
  
  I have provided full documentation and proof of valid transactions. I have not violated any Fetch policies and I have never engaged in dishonest behavior. Im disappointed that loyal users like myself are penalized without fair recourse.
  
  
  I respectfully request:
  
  
  That Fetch provide specific details about which receipts were disqualified and on what basis, OR
  That points from valid, completed purchases be reinstated.
  This is not just about pointsits about fairness, accountability, and transparency in how Fetch treats its users.
  
  
  [Please type your response here.]
  
  Regards,
  
  ***** Kgok

  Business Response

  Date: 07/30/2025

  Thank you for your message and for taking the time to share your concerns. We truly appreciate your continued engagement with Fetch and understand how important it is for our users to feel valued and treated fairly.

  After a thorough review of this account and the receipts in question, our internal systems flagged a pattern involving the submission of multiple digital receipts for purchases that were later canceled. While we recognize the statement that some orders were completed, our records indicate that points were awarded for orders that were ultimately not fulfilled. As a result, a points adjustment was made to reflect the actual qualifying activity on the account.

  
  We understand your request for additional detail, and while we aim to be as transparent as possible, we are also committed to maintaining the integrity of our fraud detection systems. For this reason, we are unable to share specific identifiers or the exact methodology used in our analysis.

  
  Please know this decision was not made lightly. We reviewed the transactions and applied our policies consistently in accordance with our Terms of Service. Based on this review, we have confirmed that the original decision to remove points was appropriate, and it remains final.

  
  At Fetch, we are committed to providing a rewarding and secure experience for all users. While we understand this may not be the resolution you were hoping for, we appreciate your understanding and thank you for your prior participation in the Fetch program.