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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“Just checking your prices and all my favourites have had price increases 2 products within a week. Shame on you!!! Profiteering on covid 19”

Helpful Report

Posted 4 years ago

“Shocking customer service. Emails, facebook and calls yet no reply for a week. They have a voice message saying they have technical difficulties yet believe this to be a lie and have just disconnected their phone line as they are unable to handle their business. I wouldn't be as angry as I am if it was just some toys however us pet owners rely on sevices like this to feed our pets and as a business that says they provide this but cannot is appauling.”

Helpful Report

Posted 4 years ago

“Customer service is SHOCKING!!! They are providing a service for living things yet dont seem to give two sh*ts about animals. Their phone line has been disconnected for over a week (though they say it's a technical issue), facebook messages, emails and no response. They took my payment no problem but not delivering them. I have read reviews today and people have been having this issue for awhile before the covid 19 situation so it's disgusting that they are using it as an excuse. If anything they should be trying to provide the best service they can to support our animals however are unable to”

Helpful Report

Posted 4 years ago

“definitely would not recommend this company. They make false delivery times, do not keep to their pricing and cancel without reason. Worst service ever.”

Helpful Report

Posted 4 years ago

“I was due to receive an order for my dogs hypoallergenic food today. I have heard nothing about delivery. I have telephoned but all I got was an answerphone message that Fetch are having technical problems. Looked online and it said that due to demand deliveries would be a lot longer than expected. It would have been good if they told me this on Monday when I ordered the food. Will not use them again.”

Helpful Report

Posted 4 years ago

“Ordered dog food 27/02/2020. Received this email following day. I am sorry to inform you that due to operational issues, we are unable to deliver your Fetch order today. We are not sure when your order will be delivered. Our courier partner will advise you when your order is on its way. I’d like to assure you that we have not taken the payment for your order yet. Please accept my apologies for any disappointment caused and let us know if you need further help. Several emails later and no further fwd. Fetch do not even reply to my emails”

Helpful Report

Posted 4 years ago

“I only received a 3rd of my order. Have tried to phone numerous times over the last 2 days. Keep getting a pre-recorded message stating that they are having technical problems. Managed to get through earlier and was advised that someone would call me back, but hasn’t. Back to pre-recorded message. I have sent several e mails. No reply. I have used this company on several occasions, with no problem. I will NOT be using them again. No respect.”

Helpful Report

Posted 4 years ago

“I have been really happy ordering my dog food from Fetch. however I have just gone to re-order my dog food and the price for exactly the same order has gone up by 36% since the 28th February 2020 ie in about 2 weeks. They have hiked their prices massively. Do we think they are trying to profit from the Corona Virus?????? Shame on you Fetch!!!! I shall never use you again and I hope others will follow me in checking the prices of other companies first!”

Helpful Report

Posted 4 years ago

“I ordered a bag of food next day/express delivery. 8 days later and several emails later it’s still not here. Their service is shocking and meanwhile my puppy is on cheap supermarket food rather than the quality food I ordered. I will never use them again”

Helpful Report

Posted 4 years ago

“Purchased 48 tins of Butchers dog food. Was astonished to discover that the delivery was split between 2 very large boxes (clearly, waste isn't a matter for discussion or concern at Fetch). On opening the boxes, a total of 21 tins were extensively damaged and buckled. NOT impressed, but unable to determine where the said damage occurred - it could be the fault of either Fetch or Hermes. However, the lesson has been learned and I will buy locally in future. I left an honest review on the Fetch website and was emailed by the Customer Services Team to inform me that it had been rejected as "it didn't meet our guidelines". Given my review was an ad verbatim account of the above, it is clear that the good people at Fetch have a leaning towards reviews which are favourable. Looking at complaints on this site, it would appear that I'm not the only dissatisfied customer.”

Helpful Report

Posted 4 years ago

“Absolute shambles!! Ordered 8 packs of 24 tins of butchers, it was on offer plus 15% off... result!! Or so I thought... 7 packs turned up (?!) in cardboard boxes twice the size of the pack... no problem, typical hermes, the boxes looked a mess, sure enough, the contents didn't look much better.. decided to check the individual cans... of the 168 cans delivered, 120 of them were majorlt dented! got onto Ross in customers services 'no problem, will replace all 7'... couple of days later DPD turn up with 3 boxes, refused to take amy away... opened them up... shock... 80% of those tins were dented... unsure why i received 10 packs, when i only ordered 8, sent pics to Fetch, no problem, we'll arrange to pick them up.. another day off work... five boxes arrive by DPD...! 'no, were not taking any away'... WTF?! one of the boxes open, sure enough, dented cans rolling around in the massive outer box... onto CS again... had enough, just come and collect the lot, ill have my money back... 'sure, when would be convenient?' friday please... friday came and went... noone showed... email from fetch on saturday telling me they would be coming Monday... i told them that was no good, they replied asking me if there was a safe place to leave the goods... i replied that i wasn't waiting for any goods!! monday came and went... noone came... told them i wanted someone tuesday... chased for confirmation... 'the courier hasn't picked up the ticket, when is convenient to collect?' fuming by now!! i have no food in for the dogs, they've got the dog food money... nearly two hours on the phone, zero help, zero solution... im having to cut my losses and take all this inedible dog food to the dump, and lose my money... having lost 4 days of salary waiting for the stuff, its turned out a very expensive lesson to get a couple of quids worth of savings...!!”

Helpful Report

Posted 4 years ago

“Disgraceful service, and like so many of the reviews on here my order never arrived. I ordered two large bags of dog food after 2 days only one arrived which my partner signed for a week on and no sign of the other bag so ring and ring fetch they say they are investigating it and this morning I receive an email saying the package was signed for on that day. Terrible company wouldn't give one star if i didn't gave to to write a review.”

Helpful Report

Posted 4 years ago

“Sounds similar to everyone else. Ordered for next day delivery. (for 29 Feb) then got message from courier saying they would deliver on 2nd March. Needless to say, one box abandoned by door on 1st March by Hermes, a notification that the other two items would be delivered the following day by DPD. I chose to delay these for a week as I would be out. Courier then delivered one of these as I had only postponed one of them apparently. The other one remains at courier. Fetch will not refund until all have been returned to them. I too have been using them for a few years. They have been great up until now. Not sure what has changed.”

Helpful Report

Posted 4 years ago

“used this companies for years to order vet prescription dog food and never had a problem. however never again. ordered via Fetch on Friday as it promoted onsite that if I ordered by 3pm then I would get free next day delivery. had to chase up twice now only to be told that the order is stuck in the warehouse and they're aware theres been a delay with delivery. well, cheers for letting me know. I'm now stuck without prescription dog food and nowhere locally to buy it. despite offering express courier delivery at check out, they apparently dont seem to think this would be a great option for a loyal customer. what an absolutle joke - stay away and if you do buy with them, then dont be surprised if they let you down 🤬”

Helpful Report

Posted 4 years ago

“No delivery not sent to courier And not bothered😡 I will not order ever again!”

Helpful Report

Posted 4 years ago

“My dog was taking chunks out of himself. I was advised to buy a certain dog food. They took my money after they failed to honour the contract. I paid for next day delivery and when it failed to turn up I canceled the order. They ignored this and stole my money. I was forced to buy it elsewhere as a direct result of their lies. Then they tried to deliver it the following week. The delivery was refused. This is disgusting and they still have have my money. While the dog was suffering.”

Helpful Report

Posted 4 years ago

“Reluctant to give 1 star but have to. If you need your online purchase to show up when you need it or when the online retailer tell you it will atually arrive then dont use Fetch. Placed my order on Saturday 22nd February. When I then checked my account it said the order wont arrive until Thursday 27th February. That was a bit long to wait so I contacted Fetch and asked if I could pay to have the order delivered earlier as I have a 9 month old Chihuahua who is very under weight. The vet had told us days earlier that my wee dog has 2 weeks to put on weight or they would need to run blood tests etc. I read Ziwi food is really irresistable for dogs and so this is why i chose Fetch. It was not ideal that when we receive the order on thu 27th feb its then only approx 1 week until the next vet app. Not much time for her to put on weight. I also have a 17 year old cat who has renal failure and so she needs a particular veterinary food otherwise she is unwell. I had run out (my fault) of the needed cat food and so had to get emergency supply until delivery on thu 27th. Anyway, Fetch responded to my email stating that they could not get the order to me any sooner. On my only day off on Thursday 27th I waited at home all day for the delivery. I was unable to walk my Chihuahua at all in case I missed the delivery. I had to put my dog into the cat litter tray instead. I had work I needed to do at home but again could not get this done in case I could not hear the door knock. I couldnt even relax properly or watch tv in case I missed the door. I couldnt afford to wait any longer for the food. Thursday 27th went by and without any correspondance at all the delivery didnt show up. I sent email to Fetch stating I want to cancel order (i had read the reviews by this stage). The next morning (friday 28th feb) I noticed that the order was actually being delivered in 2 parts and the renal cat food was in the delivery scheduled for that day (fri 28th) so decided to give them another chance. No sooner had the thought entered my mind when I received an email stating that the delivery for today (28th) would not be delivered and they dont know when it will be delivered. Because of this I then had to spend an hour faffing about with paypal and my bank ensuring that any order for Fetch are cancelled and I then had to spend another 30 mins searchin for the required food at another online store. Fetch knew I had 2 pets with health needs and they didnt care. They did offfer me £5 off my nxt order but what use is that when they are so unreliable. They expected me to cross my fingers and spend everyday at home hoping to hear a knock door on my doo. Shocking. Having read so many similar stories, how this company is still in business I do not know.”

Helpful Report

Posted 4 years ago

“Ordered for delivery on the 24th Feb and it's now the 27th and still waiting. Given the run around and told they need further time to contact Hermes which can take 72 hours. My first and very last order with Fetch! What an absolute joke”

Helpful Report

Posted 4 years ago

“As with others - used Fetch previously and no issue. This time ongoing issue still unresolved with order arriving via Hermes (don’t use this unreliable company rated 1.7/5). The picture shown on my delivery email was of someone else’s garden. Phoned fetch to be told need 72 hours to investigate- so ordered again. Charged again but this time at non discounted rate of previous order- and delivery fee refunded as a voucher I don’t want. So I cancelled order by email AND telephone- it was still delivered! Not sure what is happening to this company. Excuses offered included use Hermes when busy but losing customers over the basics here.”

Helpful Report

Posted 4 years ago

“Absolutely useless! I ordered some cat food from them, selected my delivery slot for when I was going to be at home and the delivery never arrived but my account said it had been delivered. Called them up and they said they need 72 hours to investigate (?!?!) so I’ll have to wait for them to get back to me. Meanwhile I’m without cat food and was told if I need it now I have to put in another order (which I’ll have to pay for...) and IF they find there was an error on their side they’ll refund it. Not sure how it could have been delivered when I was home, no delivery note, not left with any neighbour. Customer service was no help at all, didn’t apologise or offer any temporary solution which doesn’t involve me spending more money.”

Helpful Report

Posted 4 years ago

Fetch is rated 2.3 based on 133 reviews