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:07/17/2025

  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.

  I am new to Fetch Rewards. They made an offer that if I purchased something through their Fetch Shop portal from ***, I would receive 100 points per dollar spent. Because of this offer, I made an $80 purchase from *** through their Fetch Shop Fetch Shop portal. When I checked for the points, their help feature chat told me to wait until 7/15/2025. When I checked back on 7/15/2025, too late to cancel the order that was placed 7/11, the system no longer showed my order. When I sent the requested proof of purchase to Fetch ***************** they refused to grant the points. I feel deceived and tricked by them. Fetch got their share of the purchase because I did the transaction through their portal, but they did not grant the promised points, worth over $50.

  Business Response

  Date: 07/18/2025

  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 investigation, we have decided to award the missing points for the Fetch Shop order.
  
  Please note that the points are determined by the subtotal before taxes and shipping, but after discounts.
  
  We have also decided to award the ***** points for the Fetch Shop promotion this order was eligible for. We advise refreshing the App so the new balance can be reflected.
  
  If the user has any other questions, please feel free to reach out to us at ************************************************************.
  
  Regards,
  
  The Fetch team

  Customer Answer

  Date: 07/18/2025

  [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. 
  

  Thank you so much for your assistance in resolving this matter.

  I also thank Fetch for their swift response and favorable resolution.
  
  Regards,
  
  Faith H

  
  

• Initial Complaint

  Date:07/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Fetch Rewards has taken away ****** points from the receipts scanned out of my account without offering me an explanation. I tried asking them on what went wrong, but they refused to answer my questions and refused to give me back the points. I got those receipts from the items that were bought with the money that was spent.

  Business Response

  Date: 07/14/2025

  Hello,

  Thanks for reaching out to the Fetch Team!

  Upon investigation, we identified that the user has submitted the same receipt multiple times and has obscured details from the original submission both of which violate our Terms of Service.This is a violation of our Terms of Service and any receipts identified with this behavior will be removed.After careful consideration, we want to convey that the decision regarding the case is final. As this is only a deduction for the fraudulently submitted receipts at this time, the user is free to continue using ******************** according to the Terms of Service. Failure to comply with these terms may result in further point deductions or deactivation of the account.***************************************************** this user has any questions, we are always available at ************************************************************.

  Regards,

  The Fetch Team

• Initial Complaint

  Date:07/13/2025

  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.

  I was hoping I wouldnt have to be here again with this company, but here I am Im a heavy user of **********************. Normally love the app. A couple months ago I had to bring an issue here of them removing points for unjust reasoning, eventually they resissued me my points. I kept using the app because I do love it, but was it a mistake? Hope not. I just woke up and went to go check on my gift card that shouldve been ready today, to my surprise the gift card was canceled and ***** points have been removed from my account with no reasoning. This amount adds up to my 2 recent big point earning target orders. One for ***** points with Honest Diaper offers on it, and one for 9000 points with ***** Warm Dog Bowl offers on it. Both order items are in my possession, both orders have been delivered. I did not return products, I did not edit receipts, I did not use anyone elses receipt. Im unsure of why my points were taken away. I am asking for my ***** points to please be returned. I will attach the screenshots of my orders confirming that the items were delivered. I can also take photos of the items in my possession. I have put in tickets with fetch stating all of this same information. ***** points is equivalent to $36 USD. You did the right thing last time, and Im hoping you do the same this time. Thank you.

  Business Response

  Date: 07/14/2025

  Thank you for bringing your concern to our attention. We appreciate the opportunity to address the issue you experienced with your Fetch Rewards account.
  
  After reviewing your account, we can confirm that the ****** points in question have been successfully reissued. You should now see the updated points reflected in your Fetch account balance.
  
  If you have any further questions or need additional assistance, please don't hesitate to reach out to our Support Team through the app or our ************ We're here to help and ensure your continued satisfaction with Fetch.
  
  Best regards,

  The Fetch Team

  Customer Answer

  Date: 07/14/2025

  [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:07/13/2025

  Type:Order 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 submitted a request for gift card and after a week or so the request was declined, stating that : After reviewing your account, we found that some eReceipts did not follow our submission guidelines, so points from those eReceipts were removed. To avoid issues in the future, please keep the following in mind: Returning or canceling online transactions after submitting them for points is not allowed.I asked for more information as far as my knowledge I did not return or cancel. However no information was provided and the case was closed. I am upset about how this interaction happened. If there was no information or evidence provided, how can this be authorized

  Business Response

  Date: 07/14/2025

  Hello thank you for reaching out to the Fetch Team.

  Our Team has thoroughly looked into the issues outlined in the Better Business Bureau complaint. After further investigation, we have decided to reissue ****** points back to their account.Should the user have any further questions, we are always available at ************************************************************.

   Best Regards,

  The Fetch Team

• Initial Complaint

  Date:07/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 25, 2025 I used a link on their Fetch app that stated that if I made my first order on **** eats that I would be credited with ****** points to my Fetch account. I made my first order. It said the points would be credited no longer than two weeks. It has been over two weeks and I get nothing but run around from them. They said the points should credit automatically, which they have not. Then they say wait two weeks and then they can help. I have contacted them four times and they tell me every time to wait another day and they can help me then. When I contact them again they dont help just tell me to wait another day. All Im asking for is the ***** points they said I would get but looking at reviews this seems to be a common issue with them with people not receiving what they were told they would get. I want the points.

  Business Response

  Date: 07/12/2025

  Thanks for reaching out to the Fetch Team! 
  
  Points for this offer are to be awarded up to 14 business days after purchase. After further investigation, we have confirmed that 14 business days have not passed. 
  
  If the user has not received their points by 7/16, they can reach out for further assistance at ************************************************************. 
  
  Kind Regards,
  
  The Fetch Team

  Customer Answer

  Date: 07/12/2025

  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.
  
  [Please type your response here.]
  As stated in the offer it says will credit no later than 2 weeks from date of first order. It does not say 14 business days. Also the first five communication I had with them they also stated two weeks and never said anything about business days until yesterday. They need to honor the promotion as advertised. See attached offer from their app. 
  Regards,
  
  ****** *****

  Business Response

  Date: 07/14/2025

  Hello,

  
  Thanks for reaching out and bringing this to our attention. Weve reviewed your account and have gone ahead and awarded the missing points from the offer in question. You should see the updated balance reflected in your app.

  
  We truly appreciate your patience and for being a part of the Fetch community! If you have any other questions or concerns, feel free to contact us directlywere always happy to help.

  
  Best regards,

  The Fetch Team

  Customer Answer

  Date: 07/14/2025

  [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:07/08/2025

  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.

  At the end of June while checking my points status with Fetch Rewards, my account balance equated to the amount of a bit over $50. I had enough points to redeem a $50 Amazon gift card with points left over. The normal wait time for Fetch to release a gift card is 72 hours so at the end of that time I checked my account. At this time I noticed that my gift card was rejected and also that I was missing about ****** give or take in points which is equivalent to $25 depending on the retailer of my choice. When I contacted Fetch with my issue, I was given an automated response via chat. When I contacted them again I was told that I had violated the rules of the app and scanned receipts that were not mine. When I asked for proof of this and asked what was I allowed to even attempt to redeem a gift card and then have points taken away after the gift card was denied I was given basically the same response. I then requested that they provide me with proof of how I violated their policy by scanning receipts they say are not mine, which I have not been given as of the 8th of July, and I also have asked that I have my points restored as well to its previous balance which has not been done as well. I have not received a response since my last email which was sent out on the June 30th, 2025. Any help in this manner would be greatly appreciated. Thank you. And lastly the name on my account is ****** *******, which is my maiden name.

  Business Response

  Date: 07/09/2025

  Hello, thanks for reaching out to the Fetch Team!
  
  Upon investigation, we have identified that the user has previously submitted receipts that go against our Terms of Service. This is a violation of our Terms of Service and any receipts identified with this behavior will be removed.
  
  After careful consideration, we want to convey that the decision regarding the case is final. As this is only a deduction for the fraudulently submitted receipts at this time, the user is free to continue using ******************** according to the Terms of Service. Failure to comply with these terms may result in further point deductions or deactivation of the account.
  
  ***************************************************
  
  If this user has any questions, we are always available at ************************************************************.
  
  Regards,

• Initial Complaint

  Date:07/05/2025

  Type:Order 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.

  To the Better Business Bureau,I am filing a complaint against Fetch Rewards concerning repeated, unjustified point deductions and subsequent reward redemption cancellations on my account under ********************@gmail.com.Fetch Rewards has twice issued random, unexplained point deductions, preventing me from redeeming earned rewards. They offer no specific evidence or valid explanation for these actions, which I consider unfair business practices.Recent Incident Details: * Point Deduction: On [Date of recent point deduction, e.g., July 4, 2025], ***** points were arbitrarily deducted from my account. The app stated, "One or more of your recent receipts broke the rules," but provided zero evidence or identification of any problematic receipt(s). This lack of transparency is unacceptable. * Review Requested: I immediately requested an in-app review, which was confirmed as "Submitted for review!" As of this complaint, no satisfactory explanation or resolution has been provided. * Redemption Canceled: Following this deduction, on July 5, 2025, my attempt to redeem a $25.00 **** USD reward was immediately "Redemption canceled," citing "Something went wrong. Your points will be refunded." This cancellation directly resulted from the unexplained point deduction, which either reduced my points below the threshold or triggered an internal flag. This is the second time a deduction has impacted my ability to ********* Grievance:Fetch Rewards' practice of deducting points without clear, evidence-based justification is fundamentally unfair. It leaves me unable to understand or address any alleged violations, and directly hinders my access to legitimately earned rewards. The lack of transparency and repeated nature of these incidents are highly concerning.I have attached screenshots as evidence.Thank you for your assistance.Sincerely,******** ********

  Business Response

  Date: 07/09/2025

  Hi there,
  Thanks so much for reaching out we truly appreciate you taking the time to contact us. We do want to kindly remind you that the best and most direct way to get help with issues like this is by reaching out to our Support Team at ************************************************************. Theyre always happy to assist and will be able to help much more quickly  than through the BBB.
  After reviewing your account, we did find that some of the receipt submissions were in violation of our Terms of Service. Specifically, we noticed multiple instances of the same receipt being submitted more than once, which unfortunately is not allowed. Because of this, points associated with those receipts were removed.
  That said, we also identified a mistake in our previous review and have reissued ***** points that were incorrectly deducted .
  Please keep in mind that submitting the same receipt multiple times can result in further point deductions. You can always review our Terms of Service. for more details on what might violate our policies.
  Thanks again for your understanding, and dont hesitate to reach out to ************************************************************ if you have any questions or need further help.

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I used the fetch app to take advantage of an offer for **** eats. It says points will not be redeemed immediately but within 14 days. After the 14 days passed, I reached out to Fetch again because this wasnt the first time that I completed an offer and I wasnt awarded the point but this time it was a large amount of points. They told me it was supposed to take 14 business days so I continue to wait again. After a month I reached out again. They gave me several excuses as to why I could not be awarded the points, even after showing evidence to discredit their excuses, they still refused to credit my account. I didnt realize the business responded and I was unable to say I was unsatisfied with the response. They tried to say that the consumer cant have an existing ********* Eats account. However that is NOT what the offer states on their app. It specifically states it needs to be your first delivery, in which mine was and I sent them proof of that. They also tried to say I didnt click the link in the app, which is completely false. Fetch has responded to me with so many different conflicting reasons why Im unable to receive the points that Im eligible for. There are many other users complaining of the same issue. I have the email thread to show how many times they were untruthful regarding my eligibility. Its false advertisement and intentionally misleading consumers to spend money to ****** offers they in turn refuse to honor. I am requesting that my account be credited with the ****** points for the offer Im successfully eligible for.

  Business Response

  Date: 06/16/2025

  Hello! Thank you reaching out to the Fetch Team.
  Our team reviewed the user's account and activity in question. With our review, we confirmed that this user is attempting to redeem the offer for First Time Delivery from **** Eats.
  We can also confirm that this user had/has a previous **** account. As the user has/had a previous **** account, they are no longer eligible for this offer. This offer is awarded to first time users of ****/**** Eats. The offer states: 'Valid only on first time **** Eats orderers.'
  If the user has any other questions, feel free to reach out to us at ************************************************************.
  Warm regards,
  The Fetch Team

  Business Response

  Date: 06/27/2025

  Hello and thank you for reaching out to the Fetch Team!
  We were more than happy to take a look at this account. While investigating why this user did not receive the **** Eats offer points, it was discovered that this user had placed an order with **** Eats 02/24/2019. The **** Eats app does not reflect orders from that long ago, making the user's screenshot that they provided seem like this was their first **** Eats order.
  Unfortunately this previous order does disqualify the user from receiving the offer points, as this offer is for first time **** Eats users only. We understand that the result may not be as anticipated, but we appreciate the understanding of our decision.
  If this user has any questions, we are available at ************************************************************.
  Regards,
  The Fetch Team

  Customer Answer

  Date: 06/27/2025

  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.
  
  [Can the business please provide proof of their claim that *** had a prior order through **** eats on the specific day they stated? They have been untruthful in the correspondence via email telling me I didnt click the link, that I wasnt supposed to have an existing account and now they are saying that Ive had a prior order]
  
  Regards,
  
  ******* ******

  Business Response

  Date: 06/30/2025

  Hello and thank you for reaching back out to the Fetch Team.
  We are so sorry for any miscommunications that has caused the confusion in eligibility towards this offer. When reviewing this account, we can confirm that this user had a previous UberEats order 02/24/2019. This disqualifies the user from this offer. If the user would like proof of this previous order, they will need to reach out to *********
  However, during this review, we also discovered missteps in our communication regarding the offer. We have since added 5000 points to this users account.
  After thoughtful review, we would like to share that the decision concerning the case has been finalized.
  Regards,
  The Fetch Team

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *** ******* either needs to retrain his employees or take another look at stated policies. You want your business to be supported, then honor the point system and fix the glitches in your system. The issue is with Fetch Shop, where one could receive bonus points for ordering items through Fetch Shop. Fetch Shop has had so many glitches. I have made several orders through Fetch Shop, and my bonus points were often not given. The company will state its exclusions when you activate the Fetch Shop icon, so we are aware of what items are excluded.However, I have waited for bonus points to arrive in my account (*******, Best Buy.. CVS,... etc and many times, they do not arrive). This time points that I waited for since May 1 were cancelled with no explanation (657 points--Total price *****). I recently received a cancellation notice that asked me to contact support with any questions. Whenever I contact support, they usually send me this general message that does not apply to my situation. They want me to choose from 1 of the given reasons that they include as to why my issue could have occurred. I communicated with **** (senior support specialist), Calistia (L2 senior support specialist), and ***** (support specialist). None were helpful. I was told to send a screenshot of the cancellation notice. That wasn't good enough. I was later told to send a screenshot of the order that I placed 1 month ago, which I indicated several times that I no longer have. This was a ridiculous request, being that the company was the one that cancelled my points, so they should have the exact reason for the cancellation. I was told that they could not help me with the order that was placed 1 month ago without a screenshot. Do police officers give tickets and then ask the person who received the ticket to research why the ticket was given or provide them with documentation regarding the ticket issued? If Fetch does not know why my points were cancelled, then give me my earned points!

  Business Response

  Date: 06/26/2025

  Hello, thank you for reaching out to the Fetch team!
  
  We have thoroughly investigated the matter raised in the complaint. We have decided to award the missing 657 points to this users account. We advise the user to refresh their App 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

  Customer Answer

  Date: 06/27/2025

   
  
  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.  Thank you very much.
  
  Regards,
  
  ******** *****
  

• Initial Complaint

  Date:06/24/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had legitimately acquired points in Fetch and when I redeemed for a $50 gift card, they declined the card and deducted ***** points. This is the second time they deducted over ***** points

  Business Response

  Date: 06/25/2025

  Hello, thanks for reaching out to the Fetch Team!

  Upon investigation, we have identified that the user has previously submitted receipts that go against our Terms of Service. This is a violation of our Terms of Service and any receipts identified with this behavior will be removed.

  After careful consideration, we want to convey that the decision regarding the case is final. As this is only a deduction for the fraudulently submitted receipts at this time, the user is free to continue using ******************** according to the Terms of Service. Failure to comply with these terms may result in further point deductions or deactivation of the account.

  ***************************************************

  If this user has any questions, we are always available at ************************************************************.

  Regards,

  The Fetch Team 

  Customer Answer

  Date: 06/25/2025

  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.
  
  This response has been made, without any proof of bad receipts, to multiple of other users. This is a fraudulent excuse to get out of paying out gift cards. They have yet to offer the receipts in question that went against the terms of service  

  
  Regards,
  
  **** *****