Fetch

This facility has been inconsistent not only in their package delivery but also in their response time. I had to deliver two amazon packages there because my apartment complex forces me to use Fetch. Amazon delivered two packages to this facility and even documented a photo of exactly where the bigger package was left. Fetch received and delivered the small package but “could not locate” the bigger package, even though there was photo evidence of where it was left, and even after “cross-referencing the details of [my] order and doing a visual search.” They tried to tell me that “Amazon may occasionally update tracking information to indicate delivery at our facility before the package's actual arrival” even though there was photo evidence of the package already outside the door marked for suite 2107. After they told me this information, they let me know that they had initiated their review process with the Claims & Investigations team. Once that happened, I never heard from them again despite contacting them 2 separate times (not including my 2 initial attempts before it was transferred to the Claims & Investigations team). It is very unfortunate that apartment complexes are forcing tenants to work with such companies when there is such little care for the service being provided. We are forced to pay for this service as part of our rent and it does not even serve us. The worst part is that there is no help line or customer service line that one could call—all you get is an email that will transfer you to someone else (at the same email address I might add) and whom you’ll never hear from again. They assume that Amazon will give you a refund but Amazon states they will not refund you because the package was “referred to a freight forwarder” so your money will not be returned by Amazon NOR Fetch. I will end this by saying that if Amazon says your package was delivered, AND SHOWS PROOF OF SUCH, and your package is still not “found” by Fetch, then it was likely stolen. I will have my packages delivered at a friend’s place going forward as this company cannot be trusted. Shame on apartment leasing offices for choosing this service.

My partner and I live in an apartment complex where we are forced to pay and use this service. We have lost multiple packages now, including one that was worth over $100 in value. We went directly to the warehouse to try and see what could be done, but the person working there told us that our packages were left outside and then stolen by the local houseless community. They told us that there was nothing that they could do, and essentially told us that it wasn’t their problem. The customer service is horrendous, the hours don’t make any sense, and trying to get Fetch to take accountability for them mishandling our packages is next to impossible. We have been fighting with customer service for three days now and still nothing. Packages are left outside to bake in the Georgia sun, vulnerable to theft, and zero action has been taken to try and resolve the issues. 0/10.

Fetch is straight garbage. Everytime I order a package that is over the price of $100 I have to worry about it getting stolen. I had a $300 hairdryer stolen and most recently my $500 kitchen aid mixer has gone “missing” and they’re not responding. I always hesitate getting anything of true value sent through fetch but my building requires we use it. I’m almost convinced the bigger the box the more likely it is to get stolen or “lost” whether it’s the staff taking packages which I’ve heard happens or them having a terribly unorganized protocol for packages.

Using Fetch has been an incredibly frustrating experience. As a package fulfillment service, once your package is marked “delivered” by the original courier, Fetch assumes responsibility—yet they consistently fail to fulfill their basic promise: delivering packages safely and on time. The core issues are twofold: Unreliable Delivery: Packages frequently go missing, arrive late, or are left in unsecured locations. Terrible Customer Service: There's no phone support—only email, which often takes days to get a response. Even then, you’re asked for the same information repeatedly, and resolution is minimal at best. While they sometimes issue refunds, the process is slow and opaque. There’s no clear policy on reimbursement limits, which leaves tenants uncertain about whether high-value items will be covered at all. Perhaps most frustrating is that tenants don’t choose Fetch—property management does. You’re forced to rely on a service that routinely fails, with no alternative and no recourse. And if you read the other 1-star reviews, you’ll see this isn’t an isolated issue. Just more copy-paste responses from Fetch asking you to email them—again.

I have multiple items worth more than $1,000.- stolen. They stole it and being very difficult to coordinate. Still doesn’t received it back with multiple excuses. Even they didn’t put the right proof of delivery picture on one of the deliveries. I dont understand why even my Apartment building need this service when they literally capable and would be easier to have packages delivered to our door instead.

If I could rate zero stars, I would. My package was marked as delivered to FETCH. Yet somehow, after extensive internal searching (their words, not mine), no one can find it. Mysterious! Funny thing is I have photo evidence of the package sitting at their facility, label visible, with the FETCH logo beaming in the background!!! Their advice? “File a claim with FedEx.” Because clearly it’s FedEx’s fault that the package was photographed AT YOUR LOCATION and then vanished into the FETCH void. I’d avoid this service if you value your time, your money, or your belongings. Good luck getting answers or empathy.

If this company wants to increase its value in the future, it seriously needs to either hire more customer service staff or operate a call center. After my apartment building started using Fetch, I have not received two separate packages worth over $1,000. It has now been two weeks since the packages went missing. Since last week, I’ve sent more than five emails and multiple text messages. The only response I received was that the issue was being escalated to their investigation team—and then complete silence. It’s disappointing that it seems the only way to get a response is by leaving a public review. What a shame. I’ve also seen many similar complaints about Fetch on Reddit. Once an apartment signs up with Fetch, they typically include disclaimers in the lease stating they’re not responsible for any lost items, which means residents are left without compensation when things go wrong. I’ve submitted a refund request to Fetch with all the receipts attached, yet again—no response. If Fetch were doing its job properly, they would at the very least reply with an update saying the issue is under review. The fact that there’s no phone number and only email and SMS as the means of contact is incredibly frustrating. At this point, I’ve completely lost trust in Fetch. I will never use them again for any package of real value. Fetch seriously needs to reconsider the quality of its customer service.

Been trying to accept batches for 2 weeks now and still haven’t been able to accept a block to deliver packages. I’ve reached out to customer service several times more than 10 times and still nothing is resolved. I wouldn’t recommend trying to work or deliver packages it’s a waste of time seriously. They’re going to tell you the same thing over and over again. Tell you others have accepted the orders but that’s impossible for someone to be accepting them that quick EVERY ORDER for two weeks I'm not able to claim anything. This is a hoax