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:09/17/2025

  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 previously filed a complaint about them falsely accusing me of scanning records that were not mine and sending retaliatory messages. Their answer was basically "we don't care" now just so you know, you can't delete your account if you've ever "violated" their terms of service. Which they can just say you did and provide no proof and then keep your info forever.

  Business Response

  Date: 09/18/2025

  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 ********

  
  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:09/16/2025

  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.

  Ordered placed on 9/12 I submitted proof of my order placed thru Shop. However it did not populate so I reached out to support. Was asked to show proof which I did. My order was almost $69. The reward was 50 points per dollar. They have me 2500. I reached out to speak to a supervisor or file a complaint and was onto given 250 more points.I shouldve been rewarded ********* points.

  Business Response

  Date: 09/17/2025

  Hello,

  
  Thank you for reaching out and for sharing the documentation of your September 12 purchase. We understand you were expecting 50 points per dollar (approximately ********** points) on an order close to $69, and were sorry for the frustration this has caused.

  
  After a full review, we can confirm that your purchase does not qualify for Fetch Shop points. We  see that a discount/promo code was applied at checkout. These conditions makes an order ineligible for Fetch Shop points.
  
  Exclusions or conditions that may make an order ineligible include the use of coupons, discounts, and/or promotional codes. For most retailers, you can view a detailed breakdown of point values and exclusions by selecting the point icon in the top-right corner of the Fetch Shop web view.

  
  We recognize you contacted Support previously and were issued ***** courtesy points, with an additional 250 courtesy points added later. Those ***** courtesy points will remain on your account; however, because this order doesnt meet the qualifying requirements above, were unable to issue the remaining points you requested.

  
  To help ensure future Shop points track correctly:
  Start your shopping trip from Fetch Shop and complete checkout in the same session.
  Avoid coupon codes, discounts, employee pricing, or student codes unless the retailers Shop terms explicitly allow them.
  Disable ad blockers and allow cookies so the tracking can attribute your purchase.
  Dont navigate away to other apps/tabs before completing checkout.

  
  We hope this clarifies why the expected points didnt populate for this order. 

• Initial Complaint

  Date:09/15/2025

  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 a package service that my apt complex uses. I send my packages from ****** to Fetch and they deliver to my apt during a time frame. I sent a package to fetch from ******, the package itls with fetch but they keep telling me there is a delay. In the mean time they are delivering my other packages either no issue. I have been trying to get my package delivered for over a week with no resolve. There is no customer support to help resolve this it is only email and always automated response . I feel like they have now stolen my package and I cant get a refund and have it delivered and my package is just sitting there and every time I reached to a time it errors out on the day of the delivery. Its like they are holding it hostage. It is legit then stealing my package and there is nothing I can do about it.

  Business Response

  Date: 09/15/2025

  Hello, thank you for contacting the Fetch team!
  

  It seems you are attempting to contact a different company. We are Fetch, a mobile app that works by snapping a picture of your receipts and we'll award you points on participating products and offers. You can download our mobile app by visiting ************************ to start snapping and earning points!
  
  Regards,

  The Fetch team

• Initial Complaint

  Date:09/15/2025

  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 was supposed to get a gift card after redeeming 1649 points on May 13 2025 with the Fetch Rewards app I have been back and forth with these people since June with lots of running around emails. I even sent Fetch a pic of the email that was sent to me proving that I was going to receive the gift card Up to today this has not been resolved Please help in anyway you can Thank you

  Business Response

  Date: 09/15/2025

  Hello, thanks for contacting the Fetch team!

  Fetch loves rewarding shoppers with gift cards for their favorite places, and we were happy to review this users concern regarding their $25 reward. After reviewing the account, we confirmed that the reward was send to to the email address linked to the Fetch account successfully on May 13, 2025, and is available for use.
  

  To locate the reward, the user can open the ******************** app, tap the point balance at the top of the screen, select the My rewards section, and choose the reward to view details. If the user is still unable to access the reward after following these steps, our support team will be happy to assist further at ********************************************************.
  

  We remain committed to delivering the best experience to members of the Fetch Family and are glad to confirm this reward is available.
  

  Kind regards,
  

  The Fetch team

• Initial Complaint

  Date:09/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am 1+ year user of ********************** app legally and rightfully. I never did anything illegal or suspicious but last time when I wanted to create a giftcard with my points, app suspended and the freeze my account. It has been more than 2 weeks but I can't get any response to my support emails or tickets. I currently have ******* points on my account which I earned with play games, scan my receipts, prefer to buy offered brands, refer my friends and sign up offered apps... I did everything rightfully but unfortunately I'm not able to take my account back. I thought my email address may problem, and i changed it but it didn't worked My old email was: ********************* My new email is: ****************** The last thing I did on my account was to change my Referral code on app and share my referral on social media. I really dont know what is suspicious about my account but I really want my account back. I spent too much time on that account by playing games, watching for offers and scaning receipts. Please help!

  Business Response

  Date: 09/15/2025

  Hello, thanks for contacting the Fetch team!
   After a thorough investigation of this users' account, unfortunately, it is our decision that this user, and any further accounts created by this user, will remain deactivated for their repeated violations of our Terms of Service. (**************************************************) Our goal is to provide the maximum amount of points and savings to our amazing users, which is why we must freeze the accounts that actively violate our rules. If the user has any further questions, we will be more than happy to assist them over at ********************************************************.
  Kind Regards,
  The Fetch team

  Business Response

  Date: 09/15/2025

  Hello, thanks for contacting the Fetch team!
   After a thorough investigation of this users' account, unfortunately, it is our decision that this user, and any further accounts created by this user, will remain deactivated for their repeated violations of our Terms of Service. (**************************************************) Our goal is to provide the maximum amount of points and savings to our amazing users, which is why we must freeze the accounts that actively violate our rules. If the user has any further questions, we will be more than happy to assist them over at ********************************************************.
  Kind Regards,
  The Fetch team

  Customer Answer

  Date: 09/15/2025

  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.
  
  As I mentioned at first, I'm a rightful user of the app. You can check my all points history I never violated the terms. I searched on web and terms never found anything about sharing my Referral code on social media is wrong. I removed all my posts though. Because I guess somebody may violated the terms with my referral code against me. I saw many referral bonus that I earned on my account's points history but I'm telling you with my all honesty, I thought my followers on social media joined the app but if that points are the violation reason please take them back and unfreeze my account because i never violated the terms I swear.  I added the points history that shows referral bonuses that i never mentioned before. Please help me to recue my account because it's really unfairly frozen. Thank you.

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

  Business Response

  Date: 09/16/2025

  Thank you for the opportunity to respond to this complaint. We have reviewed the account associated with the customer and confirmed activity that violates Fetchs Terms of Service.
  Specifically, our investigation identified a pattern of duplicate demographic and/or contact information being used across multiple accounts. Our program permits only one account per individual. Maintaining this one person, one account standard is essential to protecting program integrity for all users and partners.
  In accordance with our Terms of Service, the account in question has been permanently deactivated and we are unable to reinstate access. We notified the consumer of this determination on 09/04/2025 and directed them to our Terms of Service for further detail.
  For reference, our Terms of Service are available on our website: **************************************************
  We understand this outcome may be disappointing; however, it is consistent with our policies and applied uniformly. If the consumer believes our decision was made in error and has new, verifiable information for our review, they may contact us through the channels listed in our Help Center.
  Respectfully,

  Customer Answer

  Date: 09/17/2025

  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.
  
  As I told it before, I am innocent. I only share my referral code on Instagram, ******** and Whatsapp only once than I realized that one of my friends made this violation against me to block my account. Unfortunately she did! How can i prove you my innocence? I really don't know but I am adding my points history as attachment. You can see all those points are earned legally and rightfully. I just tried to earn referral points but it didn't go well. If you would look up my account you can clearly see that violation happens only once and in same day which is same my sharing day. I am totally okay with you to take back that referral points of that violation but I want to go on using my account because it is the way to keeping my receipts in order and see my spendings/ savings... I will never share my referral code on social media I swear but give me back my account please. 
  
  Regards,
  
  **** ******

  Business Response

  Date: 09/18/2025

  Thank you for the opportunity to respond to this complaint. After reviewing the account in question, our investigation confirmed activity that violates Fetchs Terms of Service.
  Our review found multiple similarities across several accounts that trace back to the user, indicating a connection between them. Because our program allows only one account per individual, maintaining this one person, one account standard is essential to ensuring fairness and program integrity for all users and partners.
  As a result, the account has been permanently deactivated in accordance with our Terms of Service, and access cannot be reinstated. We communicated this decision to the consumer on 09/01 and directed them to our Terms of Service for further detail. For reference, the Terms are available at: **************************************************
  After careful consideration, our team has concluded that the decision regarding these violations is final.

  Customer Answer

  Date: 09/18/2025

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

  I was not the personal who makes that violation. I made many points legally. At least ******* of that points are mine. I kept receipts, played games, signed up offered apps did many things to earn but nothing illegal  or suspicious! 

  Can you please reactivate my account. Because i never violated the terms and those points are mine. I have right of use that points 
  
  Regards,
  
  **** ******

• Initial Complaint

  Date:09/12/2025

  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.

  Fetch promoted a 3 step process to receive 8000 points on their site. I finished 2 steps & had several days to div3rd stepm i did thex3rd step over & over agai, and the site wiloukd not credit the pints to secure the 8000 points. Contacted business several times, was unable to talk to a hunan being. Their site (algorithm? ) will mot respond correctly.

  Business Response

  Date: 09/13/2025

  Thank you for bringing this matter to our attention. After further investigation into your account, we have gone ahead and awarded the missing 8,000 points. With a quick refresh of your Fetch app, you should now be able to see the updated balance.
  
  We sincerely apologize for the inconvenience you experienced and appreciate your patience while we worked to resolve this. If you encounter any further issues, please dont hesitate to reach out to us directly at ************************************************************ so we can assist you promptly.
  
  Regards,
  The Fetch Team

• Initial Complaint

  Date:09/12/2025

  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.

  Did not get any points for having two people join in November 2024 and now didn't get no points when took our first **** ride August 15 2025 took a **** ride from the hospital to home. Wrote to the customer service 5 times and nothing happened

  Business Response

  Date: 09/13/2025

  Hello, Thank you for reaching out to the Fetch Team and for allowing us to address your concern!. We have reviewed the information provided in your submission, but unfortunately, we are unable to locate a Fetch account based on the details shared with the BBB.

  To resolve this promptly, we kindly ask that you reach out to us directly at ********************************** and provide your account details (such as the email address or phone number associated with your Fetch account). This will allow us to properly investigate and address your concern without delay.

  We look forward to your reply so that we can assist you further.
  

  Regards,
  

  The Fetch Team

• Initial Complaint

  Date:09/12/2025

  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 have been a Fetch customer for over 3 years with no issue until recently. I had accumulated over ****** points and logged in one day in July and noticed that I was down to ****** without redeeming any. I reached out to Fetch and was told they had no explanation, but that "sometimes points are removed for suspected fraudlent activity". I responded back to the email and asked what in the world could possibly be "fraudulent" in my grocery receipts. I got no reply. I was angry, but decided to keep scanning my receipts and hoped that it was a one-time mistake. Fast forward a few weeks and I had gone up to ****** points and logged in to a ZERO POINT balance!!!! I have sent several emails to customer service demanding an explanation and have heard NOTHING! So basically, they robbed me of my points with no explanation whatsoever. I have been a customer for years and maybe receive 2 redemptions per year. It's not like I am getting excessive rewards. I would like my points back and an explanation!

  Business Response

  Date: 09/16/2025

  Hello and thank you for reaching out to the Fetch team.
  Following a thorough manual review of this account, our team confirmed that points were removed due to activity that violated Fetchs Terms of Service. Specifically, our Terms prohibit submitting receipts from deliveries completed on behalf of a business or organization (such as *********, Shipt, or similar services).
  Additionally, our Terms do not allow the collection and submission of receipts from friends, family, or other third parties. Points can only be earned from receipts tied to the users own personal purchases. These rules are in place to ensure a fair and enjoyable experience for all Fetch users.
  To help prevent future issues, we encourage users to review Section 34 of our Terms of Service, which outlines prohibited receipt submission practices in detail. Continued violations may result in further point deductions or additional account actions.
  We greatly value the enthusiasm our community brings to Fetch and appreciate your understanding as we work to maintain fairness across the platform. If the complainant has any questions about our policies or would like further clarification, our support team is happy to assist at ************************************************************.
  Regards,
  The Fetch team

• Initial Complaint

  Date:09/10/2025

  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.

  Fetch falsely advertised a promotion with Postmates that if you get $10 or more in delivery, that you would receive ****** points. I did exactly that, linked my corresponding email to my account, and waited for my e-receipt to process. I followed all of the steps and didnt receive the points, so I contacted customer service. They told me that I wasnt eligible for the promotion, even though I literally sent them screenshots of my Fetch offer and email receipt. Not only was their customer service entirely incompetent and unhelpful, they were dismissive of the whole situation. I wouldnt have ordered delivery from Postmates without the Fetch rebate as the fees make it very expensive. I am extremely unsatisfied with how they handled this issue and instead of making it right, they decided to tell me to basically **** it up and that theyre not issuing any points. This app is a scam and no wonder people prefer ibotta, at least they dont falsely advertise offers and then tell their customers to shut up and stop emailing them. Horrible business ethics and even more horrible customer service. I will be cashing out my points and deleting this useless app.

  Business Response

  Date: 09/11/2025

  We are sorry to hear about your recent experience and understand how frustrating this situation must have felt. At Fetch, we always aim to make our promotions clear and rewarding, and we regret that this particular offer did not meet your expectations.

  
  After carefully reviewing your account and the Postmates promotion, we issued the ****** points to your account as a one-time exception. We wanted to ensure you still received value for your participation in the promotion, even though the email domain used did not meet our eligibility requirements.

  
  Going forward, please note that to qualify for email-based offers, the receipts must be sent from an email domain included on our accepted list. This ensures that our system can properly recognize and apply the promotional rewards. We encourage you to update your account to an eligible email domain to avoid any issues with future promotions.

  
  We appreciate you taking the time to share your concerns and for giving us the opportunity to resolve this matter. Your feedback helps us improve both our customer support process and the clarity of our promotions.

  
  Thank you for trying Fetch, and we hope youll consider continuing to enjoy the rewards our community has to offer.

  Customer Answer

  Date: 09/11/2025

  [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:09/10/2025

  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 app Fetch for months according to how it is supposed to be used. Scanning my receipts. When I went to redeem my first 10$ gift card with the points that I had earned through their promised program on the app, they overnight took away my points and did not allow me to get my gift card. I have filed two requests now to delete my account and ******************** will not delete my account. Customer senior support specialist **** denied to delete my account and so did ******* lead product support analyst. My delete request ticket IDs are, Ticket ID ********, and Ticket ID ********. Not only is this business fraudulent and a scam for not following its advertised gifts and rewards gift cards programs and points system, they are also withholding not my data collection and are refusing to delete it. I want my account deleted.

  Business Response

  Date: 09/12/2025

  Hello and thank you for reaching out to the Fetch team.
  Following an internal investigation, Fetch determined that fraudulent activity occurred on this account, specifically through the submission of altered receipts. This conduct constitutes a breach of our Terms of Service, and we have a legal obligation to preserve information relevant to this violation.
  In accordance with our Terms of Service (Section 34: Fraudulent Activity), Privacy Policy (see Fetch Rewards Privacy Disclosure), and legal principles regarding the preservation of evidence, we must deny the request to delete this data. Information related to fraudulent activity must be retained for fraud detection and prevention purposes. We will indefinitely retain the account details and transaction history connected to the fraudulent submissions. This information will not be used for marketing, profiling, or any purpose beyond fulfilling our fraud prevention and legal obligations.
  Because of these obligations, we cannot delete the implicated data. However, the user may request full account deactivation. If they no longer wish to use Fetch, we can deactivate the account while still preserving the required records of fraudulent activity.
  For additional information on how Fetch collects, uses, and retains personal information, including the legal bases for our processing activities, please see our Privacy Policy: ********************************************************************.
  We understand that the conclusion may not meet expectations; however, we are thankful for the understanding of our stance. Following thorough evaluation, we wish to convey that the outcome of the case has been concluded.
  Regards,
  The Fetch team

  Customer Answer

  Date: 09/12/2025

  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.
  
  I was never notified ever of fraudulent activity on my account until I applied for my Amazon gift card at Fetch. Fetch continued letting me snap receipts and earn points which not only is deceptive, but then I got scammed when Fetch "punished" my account by taking away points. I was never once alerted of fraudulent activity. Because Fetch continued to allow me to use my account and earn points before taking them away that is a scam. 
  
  Regards,
  
  ****** ****

  Business Response

  Date: 09/17/2025

  We are in receipt of the complaint regarding account deletion. As outlined in our prior communications with the user, we are unable to honor their request due to violations of our Terms of Service.A thorough review of their account activity revealed the submission of 30 *** Boy receipts that were altered in an attempt to gain additional points. Altering receipts constitutes a clear violation of Fetch's Terms of Service.Because these submissions represent unauthorized activity, we are required to retain the associated account records for fraud prevention and compliance purposes. For this reason, the user's request for deletion cannot be fulfilled.