Fetch Reviews

Name: Fetch
Rating: 2.32

2.3 Rating 133 Reviews

33 %

of reviewers recommend Fetch

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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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“i have used fetch for some time with no problem. However my last order for Burns Adult dog food large pack has changed from 15kg pack to 12kg pack (shrinkation). No indication of change on their site (almost same price as last time) and ended up being 19% more expensive per kg. No apology, no compensation offered. Said they understood my frustration and would notify Burns. As if they did not know the pack size had changed! One returning customer no longer returning.”

Helpful Report

Posted 4 years ago

“Dire unreliable service. They used to be faultless, amazing service some drivers are still fab but there’s a few that are liars and lie saying they called. You call customer service funny enough they say they are broken down or stuck in traffic. . 3 times now the driver ‘came to deliver’ (no they didn’t) but no one was in. In fact they drop called me, claimed there was no discreet place to store the order, I’m in the lower ground and left clear instructions with back up places to leave the deliver, and anyways l was in, my BF was gardening. No apology no redelivery, the last 4 months this has happened 3 tines, before this never happened and l used them for years. My elderly dog needed this delivery as it’s very specific. They couldn’t give a damn about customers and bung you a 10 voucher to keep using them.”

Helpful Report

Posted 4 years ago

“Ordered for next day delivery which never turned up. Hermes so not entirely surprised. Unfortunately I didn’t know they used Hermes at the time of placing the order or I wouldn’t have bothered. The customer service was very polite and seemed surprised but reading these reviews it’s not unusual so think they need think about this. Won’t use again”

Helpful Report

Posted 4 years ago

“Good product, but be wary the £10 voucher for referring a friend has a £60 minimum spend which you only get told about when your trying to use it or after your purchase. This is dishonest and I don’t trust a company that hides terms and conditions from the customer so 1 star from me!”

Helpful Report

Posted 4 years ago

“Terrible first time customer experience - delivery has just never arrived. For medical cat food so can’t simply pop to shop. Major mistake is that they use Hermes - easily the worst delivery company known to mankind. Won’t be ordering through Fetch again. I’ll stick to amazon thanks!!”

Helpful Report

Posted 4 years ago

“Returning customer always had a good experience until ordering in time for Christmas became a total disaster.A complete shambles leaving be without animal food with no way of getting another deivery .Why because they decided to use Hermes an absolute bunch of idiots who couldn,t deliver air in a plastic bag .Don't even feel the matter is resolved as I now have to wait for a refund .Won't be returning customer unless it's resolved to my satisfaction.shambles”

Helpful Report

Posted 4 years ago

“The worst company I've ever dealt with. Bought 3 cases of dog food at black Friday discount price. Never arrived - was told Hermes was returning to them because delivery unsuccessful - despite there being someone in at all times and delivery instructions to leave in porch which was unlocked at all times. Tracking never supplied. Was invited to re-order - at dearer price! - and will take another 10 days to get a refund. What a con!”

Helpful Report

Posted 4 years ago

“Wish I could give no stars. Delivery stolen by Hermes driver, Fetch refused to except any responsibility and would not replace the order. Now have hungry dog and £30 out of pocket. Was a returning customer, won't be returning again.... BEWARE.”

Helpful Report

Posted 4 years ago

“Delivery is a nightmare with this company. My present order has been split into 3 different delivery slots and no explanation as to why from the man I spoke to a Fetch on the customer service number. Customer services was really poor and I have no idea when I will receive my order. I will not be using this company again!!”

Helpful Report

Posted 4 years ago

“I used to highly rate Fetch they had their own drivers, friendly and reliable but now they are using Hermes they are dreadful, I ordered dog food spent over £40 to ensure next day delivery as my elderly dog was nearly out of her dry food. Hermes claimed they tried to deliver 1) my son was at home 2) I have a Ring doorbell camera so either the Hermes driver went to the wrong house or he had an invisible cloak on. I am hoping for a redelivery tomorrow, wish me luck as my poor dog is now out of food. At least my parcel was not thrown over my fence into mud or left under a bush in a public area in front if my house as Hermes have done previously. Sadly Fetch I was a loyal customer but never again.”

Helpful Report

Posted 4 years ago

“I ordered two dog shampoos and it took 3 weeks! Their first attempt took 2 weeks and I had to contact them to find out where it was. They had no explanation except for 'something went wrong with Hermes'. The person I spoke to was rude and abrupt. He cancelled my order and reordered it. The second attempt went to my old address and they phone me saying I no longer lived there! (I knew that!). I then phoned them (you cannot email to have your items resent!) and the operator accused me of giving Fetch the wrong address until he realised their mistake at using an old address Ocado held for me. Finally he reordered it and gave me a £2 discount. Fantastic customer service all round! It sounds like there are many similar reviews recently for this company so avoid them!”

Helpful Report

Posted 5 years ago

“I would give them no stars if I could, I still haven’t received a credit for my order after over a week, been charged 3 x. 1 st order never came when due, then only received 1 of 6, they blamed Hermes but I don’t think it was, the box was labelled 30kg but only weighed 10kg, you could not have got 3 x 10kg boxes in it. I’ve spent so much time and money ringing and ‘chat’ ing to them to sort it with false promises. I’m taking this up with my credit card company.”

Helpful Report

Posted 5 years ago

“update... I've finally got through on chat to try and sort out the double payment, I now have 3 payments comping out of my account and only 1 out of 6 boxes of dog food, over 2 hours of my time wasted, dogs not walked yet. certainly won't be using them again.”

Helpful Report

Posted 5 years ago

“I ordered 6 packs of dog food for my 4 mastiffs, I was told they’d arrive on Saterday, a packaged arrived with Hermes on the Monday with one pack in it, that would last then 2 days. I was on hold on chat for nearly an hour but never got a reply, I tried phoning and that took over 20 mins, I was told they’d credit my order of nearly £70, I looked at my bank statement but no credit just another nearly £70 taken out.”

Helpful Report

Posted 5 years ago

“I have been ordering Burgess food for my greyhound for over 2 years now from Fetch. Up to last week I have always received a great service..DPD always delivered the food on time and were always very efficient. Last week on 9th October I placed my usual order with Fetch... 2 bags of Burgess food. On 10th October I was told the delivery would be made within a 2 hour slot. Whilst out, I received another email to say the time had been changed to another two hour slot but the delivery would still be made that day. The courier would leave the bags in a safe place. On my return the courier had delivered only one bag. I contacted Fetch who told me that Hermes who were now the courier, had split the delivery and would only deliver one bag at a time. I was advised that the 2nd bag was on its way and just to wait for Hermes to send another email. Two days later I still had not received another email from Hermes but happened to see the Hermes driver who told me that they had only ever received one bag of the food for this particular order and there wasn't another bag at their HQ. So I contacted Fetch again and this time another advisor told me that they their pickers had been a bit slow but it was on its way and if it wasn't with Hermes, it soon would be. She advised me that she would email me as soon as Hermes had the second bag of food at their HQ. Over one week later and still no sign of the second bag of food and no email from either Fetch or Hermes. So I contact Fetch again today and this time another advisor tells me that it seems they must-have been out of stock. I asked why would Fetch let a customer place an order for two bags and take the customers money if they knew they could only supply one bag. The advisor believed that when I placed the order the food was in stock but then when Fetch went to send the bags to the courier, there was only one left and they were out of stock. What amazes me is that at no time did Fetch think it was worth the bother to contact the customer, (a regular customer for over two years) to inform them that the goods were now out of stock. Today I was told that Hermes tracking shows they are still waiting for the second bag to arrive. I said what has that got to do with the customer. The advisor told me that it was out of stock. She then suggested that she could cancel the order and rebook it. I asked her to explain how cancelling the order and rebooking would now make the product available if it is still out of stock? She told me "I'm just giving you the options" She said she was looking to see if Ocado was an option for me, but then said it wasn't. So is the problem with the stock or with the courier?? She then said "is there anything else I can help you with" But Fetch haven't helped me as I'm still in the same position I was in last week. I am far from satisfied with this service. Fetch have my payment but I have only received half an order and they don't seem bothered. Why change the courier and why does a customer have to contact a company on three separate occasions and still not have the matter rectified. I wasn't offered a refund either the second advisor put £5 credit on my account with Fetch, to spend by January 2020. So don't expect a great service anymore from Fetch.”

Helpful Report

Posted 5 years ago

“On Tuesday 10th September I ordered a bag of Renal Dry food for our 14year old Basset Hound to be delivered Thursday the12th but unfortunately in the early hours she had to be put to sleep.I contacted Customer Services and spoke to a lovely lady and asked if it could be picked up as it’s a special food and couldn’t pass it on I didn’t want a refund.She also got upset and arranged both.Sterling Servce Fetch.”

Helpful Report

Posted 5 years ago

“Been ordering from this site for passed 4 years excellent delivery service by DPD but changed to cheaper courier company now called hermes who say they will be there next day deliver! Been waiting 5 day still no product!! Asked for refund from fetch they say it will take 5 working days for refund. So 10 days without product poor poor, why change courier componies when all was good before! Could be a downward spiral for this company if they stick with Hermes after being exellent to deal with through DPD.”

Helpful Report

Posted 5 years ago

“So far, having purchased twice from Fetch within the same month - I only have good things to say about the site (user friendly), product prices (slightly cheaper than the usual) and delivery service provided - right on time and professional. I will definitely use this service again in the future, as long as our cat Coco is with us. The end!”

Helpful Report

Posted 5 years ago

“Don’t order from here. Said my order would come on Tuesday and still not arrived. Definitely getting a refund, who knows how long that will take! Shouldn’t be allowing people to order out of stock items.”

Helpful Report

Posted 5 years ago

“Terrible service. Gave them a try for my dogs food. First order I paid for Sunday delivery at extra cost. Sat in all day. Then called customer services to be told the company that has my delivery doesn't work Sundays... So why give them the consignment then?? Causing us to run out of food while we waited for it to be delivered Monday afternoon... So ahead of time I placed another order and paid for next day delivery. Day of delivery I check the tracking and dpd haven't been given my package yet. So called customer service to be told it will arrive in the next few days but they didn't know why maybe it was a stock issue... That was all I was told... Yet again running out of food now. Going back to pet drugs online at least they deliver when they say they will... Best is they don't seem to bothered about it...”

Helpful Report

Posted 5 years ago

Fetch is rated 2.3 based on 133 reviews