Fetch Reviews

Name: Fetch
Rating: 2.32

2.3 Rating 133 Reviews

33 %

of reviewers recommend Fetch

Company Reviews

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Metrics

2.3

Based on 133 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 33%
Accurate And Undamaged Orders	Greater than 65%
Customer Service
Communication Channels	Telephone, Live Chat, Email
Queries Resolved In	Over A Week

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Fetch 1 star review on 23rd January 2021

Zoey

Fetch 1 star review on 2nd September 2020

Dana

Inge Preston

Anonymous

Anonymous // 01/01/2019

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“This is a horrible company stay away and protect your belongings.”

Helpful Report

Posted 2 years ago

“Awful. Our apartment pushed us to use fetch and we are currently building momentum amongst tenants to push them off the program. They have lost so many of our packages and in one occasion a delivery agent had their car towed with other peoples' deliveries in it. This business is a liability and worth avoiding. After a number of packages being lost I am thankful all of those items could be replaced.”

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Posted 2 years ago

“ABSOLUTELY HORRIBLE SERVICE THAT IS NOT NEEDED.”

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Posted 2 years ago

“Ordered my dog food Saturday a week ago today. Promised delivery was following Monday! Many phone calls, emails and online chats later, having been promised investigation with Hermes and call back, Nothing! Especially imperative for me, as I'm in quarantine and have no one to shop for me! Why would you use this company when they just don't follow through?!”

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Posted 3 years ago

“Would NOT use this company again. Ordered specialist dietary dog food from them last Wednesday, promised my order would be delivered Friday. 7 days on my product still not delivered, customer service appalling, told it was a problem with Hermes and a investigation had been raised, no call back from them 24 hours later, rang Fetch again to be given the same info, nothing they could do, refund would take 7-10 days, could not send a replacement food as that was not possible, if I wanted another order sent out, I had to pay up front and wait the 7 days for a refund. Shocking service. Would not recommend.”

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Posted 3 years ago

“Ordered a premium dog food large bag (cost nearly £60) could have got it a bit cheaper elsewhere but opted for Fetch because it was next day delivery. Got home to find they had delivered a bag of cat litter instead. Sent email, no reply. Phoned and politely explained what had happened and the girl the other end said "great", well that made me fume I said it's not great at all, totally inappropriate response. Not offered any apology till I pointed that fact out to her. had to wait till following day to get dog food. wrote an email of complaint and just got the usual blurb, will definitely not be using again, appalling customer service attitude.”

Helpful Report

Posted 3 years ago

“Overview Reviews About Fetch, The Pet Store Logo Fetch, The Pet Store Reviews 9,551 • Average 3 stars: Average 2.9 In the Pet shop category Reviews Excellent 85% Great 4% Average 2% Poor 2% Bad 8% Filter by: All reviews order delivery service day time customer service company item food dog food ... Search reviews Carl Carl 17 reviews 1 star: Bad 4 minutes ago One star because I can't give zero! I'd advise anyone to steer clear of this company, the customer service is diabolical. I placed an order but had to cancel it same day. I was assured it wasn't a problem by staff, however the following day I received a process and dispatch email.. Once again assured it was cancelled and to ignore the email. Later that day I received a courier update to say it was in transit! Once again I was lied to by Fetch and told it wasn't too late to cancel and not to worry. Well the courier arrived so I refused the parcels. 3 days after refusing delivery payment has been taken from my bank. And despite previously being told I'd be refunded within 3-5 days, I'm now being told 7-10 days ... Fetch, you are a disgrace and should never even have dispatched the goods! Shame on you!”

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Posted 3 years ago

“Do not ever order from fetch. Their partnership with Hermes means you are unlikely to get the delivery. If you do order from them, best use the Ocado delivery service.”

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Posted 3 years ago

“Still waiting on order!!! Do not buy from fetch there custom service is disgusting, ive been waiting for an order that has gone missing for dog food, i had to get hold of hermes because they couldn't be bothered to sort it out. when i finally was told the order was missing from hermes i contacted fetch for the 9th time to be told i had to wait 10 days for a refund and i had to pay another £30 for my order to be resent WHAT A JOKE!! i'm disabled and i was relying on this or my dogs, now i have had to get someone to travel 4 miles to get this specialised food so my dogs don't starve THANKS FETCH AVOID AT ALL COST!!!!”

Helpful Report

Posted 3 years ago

“If I could I would rate a 0 zero review. I ordered a prescription wet dog food gastrointestinal. This is for my 12 years old diabetic dog. This was prescribed by a top diabetic specialist . This food with insulin keeps my dog alive! It is imperative she does not deviate from this food . I ordered from fetch I was quoted 2 week delay . I paid for the food I also paid extra for a next day hourly slot when the 2 week delay was quoted . I trusted this would happen . WRONG ! I was sent an email 3 hours before expected delivery to say my order of gastrointestinal dog food was not included I my order! Only food for my non diabetic dog had been despatched ! This left me stressed as my diabetic veterinary prescription dog food can only be ordered online! I telephoned fetch to be told they had no idea why it was not included in my order or why I had only received 3 hours notice ! I asked to register a complaint. A telephone advisor said he would and get back to me ! WRONG ! After a week I telephoned again to say the telephone advisor had emailed the warehouse and they had not replied! This next telephone advisor emailed to say the warehouse had been let down by their supplier and he apologised. I emailed back to say this was not good enough customer service. They are supplying prescription food and do not seem to be taking this seriously enough ! Not even bothered about the serious consequences about veterinary prescription food! Certainly not bothered about losing a regular order which is for expensive food ! Unbelievable appalling service . AVOID!”

Helpful Report

Posted 3 years ago

“Ordered dog food and a week later it still hadn’t arrived after website said next day delivery. 2 phone calls later and it still hadn’t arrived. Cancelled my order and went elsewhere. Very disappointing”

Helpful Report

Posted 3 years ago

“Order number 30113065. I ordered Burns dog food on 25 January and the payment was taken from my bank on that date. The order has never arrived and Fetch aren't responding to my emails requesting my money be refunded. Really bad customer service.”

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Posted 3 years ago

“Order number 3035967339 Avoid buying anything from this company Why Ordered 02/01/2021 over £90 worth of cat items including £60 of cat treats. Done on the basis of next day delivery. When I checked out the delivery date given was 18/01/2021 nothing arrived. I was assured in writing my order was being delivered on 19/01/2021 around 10% of the order was delivered & the box had been tampered with. I was told again in writing that the balance of the order would be delivered 20/01/2021. All that was delivered was a very damaged bag of cat litter which had not even been placed in any packaging. I have spoken in phone calls to two customer service agents. Received email from 4 others. Communicated with one on Instagram & another on Facebook. All of them have given me a different ‘story’. The latest story is that the customer service agent thinks their courier does not even have my parcel yet! Surely any reputable company has tracking systems for orders & should know what has been dispatched in every parcel. But as they don’t even provide packaging materials for the goods they dispatch they haven’t got any proper systems in place. Avoid this company unless you want to loose your money!”

Helpful Report

Posted 3 years ago

“I placed an order 15 days ago for a dog harness. After a number of failed promised deliveries and many telephone calls , where the blame was put on Hermes and the bad weather conditions for the non deliveries , I find out today that the harness is not in stock. Very annoyed having wasted 15 days on this company, made a mistake using this company would have ordered from Amazon to ensure Customer satisfaction but they didn't have the size . Can’t recommend this company at all.”

Helpful Report

Posted 3 years ago

“I ordered 48 Crave dog food foil packs from Fetch. they arrived loose in a large box with no packing. Hence they were very badly battered. 17 had seal broken and another 7 were battered and 24 were usable. I sent image of the box and content to Fetch & Ocado and after 9 different answers the last one said your problem you get them back to us. Do not use them as they have no after sales service.”

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Posted 3 years ago

“A new building I moved into, in Seattle, uses fetch. I did not have time to create a new account, but all the moving boxes I had shipped form my previous address, automatically got delivered to them. I created an account, and tried contacting them for 6 hours (twice phone hold for 60+ mins at a time, text, email, twitter, etc.) but they were impossible to reach. After 6 hours, after another 25 min hold, I got through to some person, and they were as nonchalant about the whole situation as they could possibly be. They REALLY did not care! - I tried telling them how they were hard to reach, and the guy tell me "yeah we are busy, so?". Several pain points: (1) how can they receive packages without me authorizing them to do so - I did not even have an account with them, (2) Very hard to reach (3) 8 hours after deliver, the packages are not showing up on my profile to schedule my final delivery to my apartment, (4) customer service just does not care.”

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Posted 3 years ago

“There is no help. I pay 250.00 a year. My real estate office is lazy. I am disable and fetch wont let my grandson pick them up with my ID. They use profanity towards the elderly and children.”

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Posted 3 years ago

“This is the worst customer service I have ever received. I am chasing an 8 days late/missing box of food, part of a 5 box order. I have chased and chased, and received a damaged box with tins missing in lieu of one of the two originally missing boxes, and I am still chasing to find out where the rest of my order is, or get a refund. The emails I have received in response have been unprofessional, unhelpful, and there has been no follow up to my complaint. I will never use this service again - even if I eventually get my order, or a refund.”

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Posted 3 years ago

“I wish I read these reviews before ordering from them!! Ordered treats and 10kg bag of dog food for next day delivery. All that arrived was the treats! I spoke to customer service and the lady said it will be delivered the next day. Today is the next day and nothing! Phoned them again a lady blamed Herms and said it's with them. She would check with them and get back to me! 2 hours later I had to ring them back, man said they had to wait for an answer from Herms, so basically I will not have the food today. My dogs food will be gone today. Asked to speak to a manager, was kept on hold for 3 minutes and got told the manager Tyler will ring me back, but gave no time! What great customer service! Absolutely appalling!!! Do NOT buy from this company. I have had to spend a further £13 for next day delivery to get the dog food tomorrow. It is not one you can buy in store it's a special food.”

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Posted 4 years ago

“So angry! Order placed Fri, now THURS, still no sign, my dog almost out of food, speciality product so must use. Customer service appalling, fobbed off every time. Call backs don't happen. Nobody cares, nobody knows where my order is, I am disgusted. Can anybody tell me of another company that I can use selling Royal Canon products?”

Helpful Report

Posted 4 years ago

Fetch is rated 2.3 based on 133 reviews