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:06/23/2025

  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 have been using Fetch Rewards since about 2020 and I have never had an issue, until recently. They have wrongfully taken ****** of my rewards points without explaining what guidelines Ive supposedly broken or explaining why. I have emailed three times only to be met with the same cookie cutter response of we stand by our decision and this matter is considered closed. Im so fed up because I shop and use the app every single day only to be punished by having my points taken away. Its ridiculous.

  Business Response

  Date: 06/24/2025

  Hello, thank you for reaching out to the Fetch team!
  
  We have thoroughly investigated the matter raised in the complaint. Upon further review, we confirmed that the user submitted one or more receipts for purchases they did not personally make. As a result, we have decided to uphold the point deductions associated with those submissions, as this behavior violates our Terms of Service.
  
  Per our Terms of Service, agreed to at the time of sign-up, any form of fraudulent activity constitutes a breach of those terms. Fetch reserves the right to take appropriate action at its sole discretion in response to such activity. This may include, but is not limited to, the removal of some or all points from an account, termination of the account, and any other legal or equitable measures available to us.
  
  We encourage this user to review our Terms of Service with specific regard to Fraudulent Activity, section 34 (***************************************************).
  
  Regards,
  
  The Fetch Team

  Customer Answer

  Date: 06/24/2025

  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.
  
  They claim I uploaded receipts of purchases that I did not personally make. That doesnt make any sense because how else would I have a receipt to upload if I did not make the purchase? I shop every single day, sometimes multiple times a day at the same store for the deals that the store provides. I then upload my receipt to obtain points that align with some of the deals that Fetch has going on. Ive always done this and there has never been a problem. Where is the proof that they know for a FACT that the purchase they claim arent mine really arent mine? Because I know for a fact that I indeed, did make those purchases. They can even look back in my account history back to when I first used the app as well and see that Ive always uploaded a lot of receipts and its never been a problem, why? Because I shop daily, like I said, sometimes multiple times a day. I want my points reimbursed as I didnt do anything wrong.
  
  Regards,
  
  ******** ****

  Business Response

  Date: 06/25/2025

  Thanks for following up with the Fetch Team!
  
  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

  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.
  
  The responses that the business is giving is not satisfactory. I require that my points be reinstated or I will continue to submit reviews and cases against this company. Ive already made several social media posts about it and will continue to do so until my points have been reinstated as, again, I havent done anything wrong. I spend my hard earned money at the store, snap my receipt, only to be punished for doing so. Unacceptable. If this was 100 points or something minuscule then I wouldnt even be complaining but ******?? Absolutely not. 
  
  Regards,
  
  ******** ****

  Business Response

  Date: 06/26/2025

  Hello and thank you for reaching back out to the Fetch Team.
  We we more than happy to take another look at this account. While investigating, we can confirm that this user was submitting receipts from purchases that were not made by them personally. This is a direct violation of our Terms of Service, which was agreed upon when the user signed up for the app.
  ********************* Terms of Service are designed to ensure a fair and rewarding experience for all users, which is why we must remove Fetch points when they are earned fraudulently. We recognize that this might not be the desired outcome, but we value the understanding of our stance.
  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.
  ***************************************************
  Following thorough evaluation, we wish to convey that the outcome of the case has been concluded.
  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.
  
  Not a satisfactory resolution. Restore my points, please and thanks.
  
  Regards,
  
  ******** ****

• Initial Complaint

  Date:06/22/2025

  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.

  On May 8, Fetch Rewards deducted ****** fetch points (around $50USD) from my account stating that "One or more of your recent receipts broke the rules, so we corrected your points." I emailed them in an attempt to find out why they had subtracted that much money from my account. The email I received said "After reviewing your account, we found that some eReceipts did not follow our submission guidelines, so points from those eReceipts were removed." I continued to email them 4 or 5 times in an attempt to pinpoint what guidelines exactly had been broken, but they would never tell me and ultimately discontinued communication with me. It would seem that they took this money away for no reason, since they cannot tell me what guidelines were violated. To my knowledge, no guidelines were not followed.

  Business Response

  Date: 06/23/2025

  Hello and 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
  

  Customer Answer

  Date: 06/26/2025

  [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:06/22/2025

  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.

  In May of 2025, ******* points were deducted from my account without prior warning or known violation of terms and conditions. I have repeatedly requested an answer as to what transaction(s) have been flagged and the reasons as to why. I have recieved a generic response each time stating that their actions were taken in line with guidelines and policies. I have been denied escalation several times and have been told that while this may not be the answer I want, but its the answer I am getting. I would simply like to have my points reinstated without my account being penalized.

  Business Response

  Date: 06/23/2025

  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 that there is evidence of cancelled eReceipts orders on this account. These points will not be awarded back to the user. However, our Team has identified a few instances where points have been deducted incorrectly. We have since issued these ****** points back to the user.
  We recommend this user review our Terms of Service (***************************************************) and reach out to us with any other questions they may have at ************************************************************.
  Regards,
  The Fetch Team

• Initial Complaint

  Date:06/21/2025

  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 made several purchases via Fetch for **** products utilizing the *************** offers. I noticed over time I was not being reimbursed the promised points (cash) back. I emailed them regarding the ambiguity of the **** offer and requested clarification of the offer. With explicit clarification in hand, I placed several further orders. No points or cash back was forthcoming without much effort on my part and was not the appropriate amount as advertised. I have made every good faith effort to make sure I followed exactly what I was told by Fetch and Fetch has not Honored its promises. What makes the **** offers more nefarious is that it takes a substantial amount of time after purchase to get promised cash back with **** offers and when they are given there is no indication for what dated receipt it is for. A careful auditing of all of my transactions via Fetch for **** offers shows a pattern of fraudulent activity. I want Fetch to honor its promise and give me back my money. And if it wouldn't be too much, to fix the errors with the **** offer on their app. The ambiguity is leading to the defrauding of Fetch customers and **** customers. Supporting documentation available upon request.

  Business Response

  Date: 06/23/2025

  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 reviewing the account in question, we verified that we manually awarded ****** points for this ***** ******************** offer. The offer was redeemable up to five times at ***** points per redemption, and the full points were added on June 5th.
  If this user has any questions, we are more than happy to answer them at ************************************************************.
  Regards,
  The Fetch Team
  

• Initial Complaint

  Date:06/21/2025

  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.

  Heres a revised version of your message with clearer grammar and tone while keeping your original meaning:Revised Version:Fetch took away more points than the value of the items I actually returned to the store. At first, I redeemed my points for a $50 gift card, but it was denied with a message saying I broke their return policy rule. I contacted customer service to explain the situation, but they just kept sending the same copy-and-paste replies like an AI bot.I followed up to ask why they took more points than the amount I returned. Even though I returned items first, I was still willing to accept a penalty. Then I tried to redeem the rest of my points for another gift card, and the same thing happenedthey claimed I broke the rules, which I ******** this point, it feels like they just want people to upload receipts but dont want to actually give out rewards. I would not recommend this app to anyone. It feels like a scam.Let me know if youd like to make this more formal or turn it into a complaint message to send directly to Fetch.

  Business Response

  Date: 07/01/2025

  Hello, and thank you for reaching out to the Fetch Team.
  
  We have conducted a comprehensive review of the concerns outlined in the complaint. During our investigation, we found that the phone number and email address provided by the user are not currently associated with a Fetch account. If the user would like us to review the account, we will need the phone number, referral code, or email address associated with that account.
  
  We welcome the user to provide this information by contacting us at ********************************** so that we may assist further.
  
  Best regards,
  The Fetch Team
  

• Initial Complaint

  Date:06/16/2025

  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 filing this complaint against Fetch Rewards due to their failure to honor the terms of a promotional offer and their subsequent misleading and contradictory communications.On May 24, 2025, I made a purchase at CVS through the Fetch Rewards app, fulfilling a "Spend $25 at CVS" offer that promised ***** bonus points. The offer clearly stated that the points would be credited to my account "no later than [2] weeks after your purchase." I have a screenshot of this offer for verification.Two weeks (14 calendar days) from my purchase date was June 7, 2025. When the points were not credited, I contacted Fetch Rewards support.Instead of resolving the issue, Fetch Rewards support provided a series of generic and contradictory responses. Initially, they stated, "Some offers may take up to 14 business days." This was the first time "business days" was mentioned. The original offer I accepted specified "2 weeks," which is commonly understood as 14 calendar days.When I pointed out this discrepancy, Fetch Rewards support (specifically, an agent named *******) misrepresented the situation, claiming that the "14 business days" timeframe was disclosed from the beginning. This is demonstrably ******** of today, June 16, 2025, it has now been more than 16 business days since my purchase, and I still have not received the ***** bonus points. Furthermore, they did not respond to my last communication dated June 14, 2025.I have screenshots of the original offer terms, my purchase confirmation, and the entire email communication with Fetch Rewards support, all of which I can provide as evidence.Supporting Documents:I have the following documents to support my claim: * Screenshot of the "Spend $25 at CVS" offer showing the "2 weeks" timeframe. * Screenshot of my CVS purchase confirmation. * Email communication with Fetch Rewards support.I hope the BBB can assist in resolving this matter.Sincerely,******** ********

  Business Response

  Date: 06/17/2025

  Hello! Thank you for reaching out to the Fetch Team.
  
  After reviewing the account in question, we verified that a portion of the points associated with this CVS purchase were credited on May 30, 2025within the 2-week window. However, due to a discrepancy only a partial award was applied at that time. To resolve this matter and ensure this user receives the full promotional value as expected, we have added the remaining ***** points to her account. The full ***** points have now been honored in alignment with the offer terms. Should this user have any further questions, she is welcome to reach out directly to our support team at ************************************************************.
  
  Sincerely,
  The Fetch Team

  Customer Answer

  Date: 06/18/2025

  [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. 
  
  Regards,
  
  ******** ********
  

• Initial Complaint

  Date:06/14/2025

  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.

  I this app because it said they you can cash in receipts for rewards! I've used this app for 2 years or so, I've only tried to cash in for 2 -$50 gift cards. Both times Ive tried to redeem my points for the gift cards they found a reason to NOT only give me the gift cards, but also deduct ******+ points, that's 5+ months of scanning receipts. NOT once but BOTH times. Every receipt I've scanned as been from my physically going in and shopping. Whether it's my card, my mother's who I live with or my girlfriends card, It's ALWAYS me doing the shopping. Then I ask for a detailed print out of the receipts that were "rejected" they CANNOT provide that. If I talk to someone from the support team, they provide NO information about the problem and they argue with you until you get frustrated and end the call. All my receipts are MINE. While the owner is going on luxurious vacations and partying at the **********, he's s******* his users out of a measley $50 gift card. He's making millions while selling OUR information as users of the app, and then NOT rewarding his users as claimed! This is NO different than stealing! They claim they ARE NOT selling our information to outside sources, but yet they will find one little thing wrong with the receipts you upload and deny your rewards, even though they meet all their demands, store name, date, and time! Like it says when you download the app. Do they send out $5.00 or $10.00 rewards? Probably, but anything over $25 dollars they seem to always find a problem with, and if you search "Fetch Rewards Receipt Fraud", I am NOT the only one who has had this problem! There are many of people who complain. He's making MILLIONS, partying, going on vacation, while s******* the poor people out of their gift cards. PLEASE HELP! This is NOT ok!

  Business Response

  Date: 06/16/2025

  Hello! Thank you for reaching out to the Fetch Team.
  Fetch values the users feedback and is committed to addressing concerns fairly.
  Review of the account revealed  canceled orders submitted for Fetch points. These submissions were found to be in violation of the Fetch Terms of Service, and as such, points earned from those receipts were removed.
  To maintain fairness across the platform, points for those violations have not been reissued.
  Users are encouraged to continue engaging with Fetch in accordance with the Terms of Service.
  ***************************************************
  For any additional questions or concerns, the support team can be reached at ************************************************************.
  Fetch appreciates the understanding and continued participation of its users.
  Regards,
  The Fetch team

• Initial Complaint

  Date:06/13/2025

  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.

  So I make this purchase to get these reward points and now they're saying that I'm stealing these receipts out of a trash that I work at and I am not I have proof that I bought these items and they took the points away from me and I just wanted to points that I earned that's it and for them to stop taking them saying that I'm not buying these purchases I bought these purchases on this receipt because they had a ***** bonus thing you can clearly see my hand in the photo with the thing I bought that I'm about to eat

  Business Response

  Date: 06/16/2025

  Hello and 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 3019 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:06/12/2025

  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 removed ******* points from my account without notice and declined six $50 gift card redemptions. Despite multiple support tickets and emails, the company has not responded in weeks outside of the automated responses indicating receipt of communication.I am a Fetch Rewards member. They recently had a major promotion for Fetch Week where rewards and points were significant should specific purchases with specific vendors be made. After making substantial purchases with these offers in mind and receiving the offers advertised, I attempted to redeem six $50 gift cards, which were inexplicably declined. Immediately following, ******* points were deducted from my account without any notification, reasoning, or response.I have submitted several support tickets and follow-up emails asking for clarification or restoration of points. To date, Fetch has not provided a reply. This is an unacceptable and unethical business practice. The tickets submitted via App have also been removed/deleted without response.I am requesting a full restoration of points or fulfillment of the gift card redemptions. I can provide screenshots and transaction evidence upon request.

  Business Response

  Date: 06/13/2025

  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. Fetch has taken the time to carefully review the users account and the recent activity that was flagged. During the review, it was found that some of the receipts submitted by the user were either canceled or did not meet the requirements for points, and therefore were not eligible for reinstatement. However, a few receipts were identified as having been incorrectly removed.
  
  To make things right, 260,589 points have been returned to the users account.
  
  If the user has any other questions, please feel free to reach out to us at ************************************************************.
  
  Regards,
  
  The Fetch team

• Initial Complaint

  Date:06/10/2025

  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.

  Fetch had a promotion during their Fetchtopia event stating if you were a new customer to ********** and signed up you would receive ****** points. I signed up through the provided link, waited for my points to come through and when they did not I reached out to Fetch support. Over the last week they have been emailing back and forth with excuses as to why they will not give me the points that they advertised. I followed the promotion, have the email address connected to Fetch that I have been successfully using with Fetch for over 2 years, and now they are refusing to complete their offer. I have seen many people complaining about this particular promotion, all with different excuses why Fetch will not uphold their end of this. I am due ****** points from this company. I have attached screenshots of their offer as well as the proof they demanded of offer completion.

  Business Response

  Date: 06/10/2025

  Hello, thank you for reaching out to the Fetch team!
  
  We have carefully reviewed the concerns raised in the complaint. Upon investigation, it was found that the user reached out during the promotional event and was informed that the email domain used for their Blue Apron sign-up was not valid. As a gesture of goodwill, we have credited ***** points to their account as a one-time exception. These points will be visible after the user refreshes their ******************** App.
  
  We kindly encourage the user to review our Terms of Service, specifically Section 11, regarding eReceipt eligibility, which can be found here: ***************************************************
  
  If the user has any further questions, they are welcome to contact us at ************************************************************.
  
  Regards,
  
  The Fetch team