Fetch Headquarters - Austin, Texas

Shad B.

I am deeply disappointed. I recently had an Amazon package delivered to my apartment by Fetch, and it was stolen shortly after delivery. This is the second time this has happened to me, highlighting serious flaws in Fetch's service.

Fetch's policy states that once a package is left at the door with proof of delivery, liability transfers to the resident. This policy is extremely problematic given the security vulnerabilities in many apartment buildings. Unlike other major delivery services that offer some form of delivery protection, Fetch leaves residents like myself without any recourse when packages are stolen.

Despite providing proof of delivery, Fetch does not take responsibility for the loss. Their only suggestion is to switch to a "Signature Required" option, which is not always practical for residents who cannot be home during delivery windows. This lack of flexibility and accountability is frustrating and unacceptable.

Fetch needs to implement better security measures and offer protections similar to those provided by other delivery services. Until these improvements are made, I cannot recommend Fetch Delivery Service. Residents deserve a reliable and secure delivery experience, and Fetch currently fails to provide that.

I found my empty box near a stairwell completely empty.

John F.

My apartment complex partners with them for package delivery. I could see the potential upside at the beginning, but was certainly skeptical. 4 months living here and many packages ordered through Fetch, and I can say this:

Good experience overall. They provide on the service as promised.
Funnels packaging in a logical way and fulfillment accuracy, so far, is very high. On the 1 mistake of many opportunities that was made, the steps I needed to take to resolve it were minimal. The customer service rep was actually very helpful and got my problem fixed. Feels so rare to get that these days.

Jessika R.

I have only lived in an apartment community with fetch for 5 months. In that time I have had to drive to fetch for my packages twice, and submit 4 separate request forms when packages were never delivered to me. If you do not follow up you won’t get half the things you order. Sometimes they hold your stuff for a day or two past when it is originally delivered to them. Sometimes they “lose” it and you have to drive down there and help them find your package. The best part, there is NO number to call, you cannot get a hold of anyone, and support is via email.

If you are management considering this service for your complex, save your residents the trouble and get package lockers. I cannot believe I’m paying monthly for door delivery and still having to drive 30 minutes to get my packages, would be much easier to walk 200 feet to the office.

Dhakirah M.

Fetch allowed a driver to steal my package then claim he dropped it off correctly. The picture shows the driver holding my package & not leaving at the door. Nakisha from your claims team BLATANTLY lied and said it was left at the door when the picture showed it was not. They refused to reimburse me. I will never use Fetch again and highly advise everyone to AVOID FETCH AT ALL COSTS.

UPDATE:

Someone else has from Fetch named Sierra has reached and reviewed my case again & provided a refund. I appreciate her swift action in righting this wrong. However, I still feel it’s a shame that it took so much to get Fetch to acknowledge they messed up. I won’t ever be using this service again to avoid any future hassle, but thank you again Sierra from the claims department. All of co-workers should aspire to be as helpful and efficient as you are!

Mrs. S.

Unknowingly my rent office switched to Fetch packages. UPS dropped my package off to Fetch and marked my package as delivered. I moved from my complex the previous day and at this point, I figured I would never retrieve my Bath & Body Works package. After receiving confirmation from UPS that Fetch had my package, I reached out to Fetch. Well this was the response:

Thank you for reaching out regarding this issue. It appears that our facility was unable to accept the package from the carrier due to an incorrect shipping address and a lack of identifying information on the label. We recommend contacting the carrier directly as the package is not currently at our warehouse. Sincerely, Deyvid.

I then reached out to Bath & Body Works to report my package lost. They could only replace one item. I was devastated! I love my fragrances! A few days later, something told me not to give up. I reached back out to Fetch and this was the response I received next:

Hi Shelia, thank you for your continued patience! I have great news for you, we have your package! It will need to be picked up at the address below by 03/03/2025. The address is 2107 Faulkner Road NE, Atlanta, GA 30324. We are typically open on weekdays from 9 AM to 6 PM, Saturdays from 9 AM to 5 PM, and on Sundays from 9 AM to 5 PM. If you have any questions or concerns, please do not hesitate to reach back out to us. Kind regards!

GO ASHLEY!!! She found my package and was amazingly professional! So I let Ashley know I would pick up my package the following day at 9:00am. She emailed the Supervisor Otis so he would be aware. I sent my husband to pick up the package.

Idk, how Bath & Body Works dropped the ball an incorrect shipping address and lack of identifying information. But Otis allowed my husband and I to prove that this package belonged to me. He was extremely kind, didn’t give up locating the package at the facility, and even explained everything that caused a delay, regarding my package being delivered to me. I am SO GRATEFUL for all of the patience, care, and determination the Fetch team used to help me bring my package home today! Thanks again!!!

Also Katherine provided me with the package ID number and Mayra was so nice. Great team!

Wayne A.

Worst customer service ever !! They have no communication with their drivers so there is no way to ensure that the driver will make the delivery window. They simply tell you to notify them if the delivery is past the window. Totally unacceptable after you wait 3 hours for delivery in the first place !!

Kenneth K.

Originally posted for their Houston office but still relevant here since they invited me to leave a review.

Do not use Fetch. They have atrocious customer service. They proclaimed the photo below as “delivered” and I believe that their delivery person stole my package. They don’t respond to emails or text messages and their phone line does not take you to an actual person. Do whatever you can to avoid this company.

I should provide one follow up that they have committed to refunding my order. I generally believe they’ll do this since they put it in writing but it doesn’t change my opinion of their company much.

Bill W.

When it works it's great, but when it does not, they disappear entirely and are no help at all. I had a delivery set up for 6 pm to 9 pm on Monday night. I was home the whole time and no one ever showed up. There was no follow up or letting me know what happened, and when I inquire via text or email, the only options available, all I get is "be patient, we are working on it." How hard can it be to call the delivery center and ask what happened to this delivery? But they have no method for dealing with an actual human. Very disappointing.