Complaints for Fetch Rewards, Inc. in Madison, WI

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
2	Refuse to adjust, relying on terms of agreement
1	Unanswered

3 complaints against Fetch Rewards, Inc.

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2/5/2025

RESPONSE: Complaint was not answered Amount in Dispute: $50.00 Amount Settled: $0.00

Customer Complaint

1/11/2025

There is an app called Fetch. You track receipts and they give you points for those receipts. Supposedly they had an issue with some of my receipts that were scanned in. Instead of contacting me and asking me what the issue was they just arbitrarily took everything away. This is complete and totally unprofessional Resolution Sought Reinstate the points and give me back my $50 gift card

9/22/2024

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $6.00 Amount Settled: $0.00

Customer Complaint

9/3/2024

Fetch had an offer for 100 points per 1$ spent through GNC. I made a purchase through the app for $99.99 which should have been 9,999 points. They only gave me 25. I sent them my case with my issue and proof of purchase. I contacted support and it took a 3 different cases and requesting a supervisor and all they did was give me a third of the points I should have. Resolution Sought I want the correct points I should have been rewarded.

Company Response

9/4/2024

Hello! Thank you for reaching out to the Fetch team! Our team reviewed this user's account and activity in question. With our investigation of this user's account we see that this user reached out to us regarding an order made through our Fetch Shop feature. Fetch Shop is a way for our users to shop from retailers directly through our Fetch app. This will allow our users to obtain credit for their purchases. A link between our app and the retailer is required for the interaction to be completed. Upon reviewing the order in question, Fetch was unable to validate that the user actually completed the purchase using the Fetch Shop function. Our team, following our policies, credited the user 3,000 points for their Fetch Shop purchase. The user found that the points awarded were unsatisfactory. Our team took another look at this user's account after their expressed dissatisfaction. We here, at Fetch, are committed to ensuring a positive experience for all our customers. While we believe we have acted appropriately, we recognize the importance of customer satisfaction. Our team then awarded an additional 7,000 points, bringing the total amount of points awarded to 10,000 points. However, while our team was reviewing this user's account, we found multiple instances where the user used vulgar and hostile language toward our support team. We here at Fetch have standards, and we have a zero tolerance policy in regards to disrespectful and vulgar language used against our team. On 8/31/2024, we have multiple messages from this user using profanity. At 1:22 pm, this user messaged us: "I just sent you an order from GNC for $99.99 STOP F****** ARIUND WITH ME AND REWARD ME THE CREDITS YOU NAZI F******* SCUM BAGS!!!!!! IM SICK OF YOUR F******* BULLS****!!!!!" At 1:46 pm this user messaged us: "F*** YOU!!!!! You constantly just send automated emails and refuse to fix my issue! I've tried to be polite and respectful but you f******* people are a bunch of a**holes and refuse to fix the issue even though I sent you proof of everything!!! I've even reported you a**holes to the BBB! How about you guys be respectful stop wasting my f******* time and honor the promo that I clearly qualified for and reward me the f****** god damn points like you should have 2 weeks ago!!!!!" We love assisting our users, however, we do not tolerate this type of activity being said and directed at our staff. As a result of this user's conduct, we made the decision to deactivate this user's account. This user will no longer be able to utilize our app. We wish the user well in their endeavors, and suggest that they look for another app. Warm regards, The Fetch Team

Customer Rebuttal

9/5/2024

I can say whatever I want! I did t threaten anyone or say anything that was true. And I never agreed to not use certain words. If they’re offended by it it’s their problem not mine. I tried being polite and they refused to fix my problem. After I started getting angry then they fixed it. Now they froze my account for no reason. I want my account unfrozen

Company Final Response

9/20/2024

When the user signed up to use the Fetch App, they agreed to the Fetch Terms of Service, which prohibits using vulgar and offensive language in communicating with Fetch support personnel. While we wish this situation could have had a different outcome, their clear violation of our policies prevents us from reactivating their account.

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